Founded in 1846, Loewe is an iconic luxury fashion brand specialising in leather goods, ready-to-wear, silk accessories and fragrances, under the prestigious LVMH Group. AQ manages programs for the majority of LVMH`s brands in APAC and The Benelux.

Loewe approached us to assess their current performance level of their stores and their staff, with the aim to continue their mission of ensuring complete customer satisfaction. From initial design phase to final sale, every Loewe employee is responsible for ensuring quality excellence, with the objective of providing customers with complete satisfaction. The challenge of the program was the tight timelines for fieldwork and report release, while reports needed to be in both English and local languages across over 9 countries.

We also used active training feedback as a training tool, providing readers of the reports with specific improvement points based on our mystery shopping results. This also provided store managers with clear guidance on how to improve their performance. It gives them a story to tell their teams making it easier for them to engage their teams. Along the way, we took the initiative to gather information on the exchange policies, providing Loewe with additional valuable information that would help them ensure consistency and coherence throughout their stores. Because if you state you can change product in any store, it better be true. Within 2 years stores in Asia increased their score on the exchange policy by 16% while specifically China increased by 67%.

The result of the program was a significant improvement of customer service scores and a wealth of information upon which Loewe could further build their customer service performance.

Contact us to find out more or to speak with the client.