Abbott Lyon came to us with an exciting proposition – to turn their first-ever concept store into a reality, in the heart of London. After providing an incredible online experience since 2015, the global brand wanted to create a design-forward, interactive destination for shoppers to personalise their favourite jewellery pieces in person.
“This is the first time we’ve brought our innovative personalisation proposition to life in a retail environment.”
– Abbott Lyon
The Highlights
RECRUITING a retail team for a first-ever brand store
CREATING a customer service journey from scratch
TRAINING a team to amaze and personalise each interaction
LAUNCHING a virtual service for personalised jewellery
The vision
Our goal consisted of capturing the essence of Abbott Lyon and translating it into an enchanting retail space that customers could explore within Westfield, London.
Transitioning an online retail store into a physical space demanded more than just setting up a space – it meant crafting an entire customer experience from start to finish and assembling an entirely new team, all from the ground up.
A Stellar Experience
To bring the Abbott Lyon concept store to life, we recruited and trained an entirely new team – designed and implemented the brand’s customer service philosophy and supported the operational delivery of a brand-new retail experience ahead of a key trading period.
The store itself allows customers to browse through Abbott Lyons’s entire collection, with our team specifically trained to inspire them to design their very own personalised piece, whether it was a gift for themselves or a loved one.
How we did it
Crafting a brick-and-mortar store for an online-exclusive brand meant giving customers the chance to see their products and personalise their experience within the Abbott Lyon store. Alongside this physical experience, we helped lunch a virtual service, allowing customers to create their jewellery in-store so they could visualise their creation before purchase.
Together, this project highlights the power of melding digital innovation with physical retail – crafting an immersive experience that redefines the essence of personalised service.
