35. “The clear winner in the banking industry was First Direct,
which received a 42% rating compared with the sector
average of -4%.
Fans liked the fact that customer service staff were accessible,
friendly and knowledgeable...”
Source: Annual NPS awards. Satmetrix June 2010
47. THE BURBERRY EXPERIENCE MODULES
Delivering the Burberry
Experience in our Store
Module 1 – Be Professional
Module 2 – Be Perceptive
Module 3 – Be Proactive
Module 4 – Be Passionate
Module 5 – Persevere
Module 6 – Personalise
Module 7 – Partnership
47 / TFWA – May 10 2010
48. THE BURBERRY EXPERIENCE PILOT HIGHLIGHTS
FINANCIAL RESULTS
• KPIs over the first 6 months compared to 2 months pre-initiative:
–15% points better performance in change in LFL sales growth
–0.3% points better performance in UPT
PRE-PILOT BURBERRY EXPERIENCE PILOT
% Change LFL SALES
P
%Change
R
R
(E
P
48 / TFWA – May 10 2010
49. WHAT WERE THE RESULTS?-
2010
The top three factors that shoppers consider before recommending a brand are
merchandise, service and store atmosphere. Two standouts across several
criteria are British fashion house Burberry and French luxury outfit Louis Vuitton,
with 77% of shoppers saying they would recommend Burberry to family and
close friends...”
Source: The Luxury Institute April 2010
49 / TFWA – May 10 2010
50. WHAT WERE THE RESULTS?
-2010
50 / TFWA – May 10 2010