How Lacoste ensure a consistent customer experience in stores across the globe
For iconic fashion retailer Lacoste, flawless in-store experience is critical to brand image. However, with 1,200 boutiques across 39 counties, maintaining a consistent customer experience across locations was a challenge.
170 hrs
hours saved on VM campaign analysis per year
100%
standardized visual merchandising processes across all stores worldwide
+Visibility
Real-time visibility for HQ into store compliance globally
Lacoste, a French-founded luxury sportswear retailer established in 1933, has 1.2K+ stores with 9.2K+ YOOBIC users
“When there is a best practice, we want to be able to implement it very quickly so thanks to YOOBIC, we are able to implement those best practices in front of our eyes.”
Olivier Bamberger, Retail & VM Director at Lacoste
Lacoste was looking for a mobile platform that would streamline processes and allow HQ to have a clear line of sight into store compliance.
Partnering with YOOBIC has allowed Lacoste to ensure uniformity in store presentation and customer experience in every one of their boutiques across the world.
For Lacoste, customer experience and brand image consistency are key. However, they had limited overview of store compliance worldwide.
Challenges
Lacoste’s store associates are empowered to represent the brand values of high standards and self-expression, but 3 main challenges were limiting how efficiently they could work:
- Using outdated platforms for task management like email and Whatsapp meant that instructions and expectations were not always clear.
- It could take a long time to receive feedback on whether tasks had been correctly completed.
- HQ had limited visibility into store compliance.
After exploring the market thoroughly, Lacoste chose YOOBIC to help them achieve their goal of seamless and consistent operations within every store.
“YOOBIC is an easy, straight forward process.”
Gladys Richard, Store Manager at Lacoste
The YOOBIC Solution
Lacoste worked with YOOBIC to create one mobile-first platform to unify task management across every store.
Stores are sent ‘Missions’ each day, indicating priorities and detailing tasks to be carried out. Instructions include pictures, videos and checklists to make directions crystal clear, make tasks more efficient and the knowledge that their work is meeting brand standards.
After completing a task, employees take a photo and submit it to HQ for approval. HQ teams are automatically notified and able to add comments and annotate the image to give store teams immediate feedback, creating a clear line of sight into store compliance.
Streamlining tasks and feedback means that HQ can ensure a consistent, high-quality customer experience across the entire global store network and be reactive to new information.
Results
- Standard VM process implemented across all stores globally
- Clear visibility into store compliance across all locations
- 2.5 hours of time saved per campaign at the regional level