• Lipsy

    The Challenge

    Lipsy is a young women’s fashion brand founded in the heart of London. Lipsy targets fun loving 16 – 30 year olds and has very clear brand values of:

    • celebrity and glamour
    • body conscious and sexy
    • individual and unique
    • young and young at heart

    With a large celebrity following, Lipsy has enjoyed significant store expansion both in the UK and abroad and business performance and growth was strong despite very tough market conditions. Acquired by Next, Lipsy’s strategy involves combining fantastic product with a great customer experience. The business recognised that continued growth and success would be enhanced by investing in the on-going talent, skills and passion within the retail management team.

    Innergy were invited to the Lipsy Retail Conference to develop the Area and Store managers’ understanding of and ability to deliver Retail Excellence and drive up store performance and the customer experience.

    The Solution

    Innergy invested significant time in understanding the Lipsy journey to date, the unique culture of the business, the existing training initiatives and processes that existed as well as visiting stores. Working with the senior management team Innergy designed a half day session which focused on improving results and improvements through:

    • Creating a strategy for developing the in-store customer experience and increasing the store performance and profitability
    • Developing team engagement in the delivery of Retail Excellence and the store assistants’ ability to make every customer experience a good one.

    The session was highly interactive, combining the sharing of best practice approaches and real experiences while embracing existing Lipsy good practice.

    The Outcome

    Having taken time away from the challenges of day to day store management, the 50 store managers left with reinforced levels of commitment to driving up the levels of customer experience and delivery retail excellence. They also left with the confidence and understanding of how to combine the management of people and standards with really effective customer experience leadership.

    Every Store Manager had a number of store specific actions to implement to be presented back to the Area Management team.

    Within eight weeks there was a tangible and audited improvement of the shopper experience.

    What they said..

    "A powerful session which delivered key messages of customer service excellence and how behaviour and attitudes can affect this key retail performance indicator. The managers went away feeling empowered, motivated and ready to lead their teams in delivering world class service through adopting the right behaviours and attitude with their customers. I would not hesitate to recommend Innergy."

    Kristi Eames, Retail Director