Service experience design
Against a backdrop of changing customer expectations and shopping behaviours, Selfridges approached us to help define the service experience they wanted to offer customers every day – a distinctive service style true to the brand promise to surprise, amaze and amuse.
Working with shoppers and employees we crafted an authentic Selfridges proposition that was memorable and differentiating, exciting to shoppers and practical to implement. We then threaded the spirit and behaviours right across the employee experience to embed it deep in the business. The work generated quick results and significant NPS score changes, all helping make Selfridges that bit more extraordinary for employee and shoppers.