Boutiques and fragrance houses
The product is right. Is everything around it?
Unannounced assessment and experience standards for boutiques, fragrance houses and brands sold online, from discovery and the shop floor to the wrapping, the delivery and the message afterwards.
What we examine
| Touchpoint | What we look at |
|---|---|
| Discovery | Where and how the brand is first met, and what that says about its class |
| Threshold | Window, door, scent and the first approach by staff |
| Trying | Testers, strips and sleeves, and whether staff advise or simply sell |
| Purchase | Pace, wrapping, the bag, and how it is handed over |
| Delivery | Outer packaging, unboxing, inserts and notes |
| Afterwards | Messages, replies, returns, refills and re-orders |
Every touchpoint is graded against the price and class you sell at, with the smallest changes that would lift it, in order of priority.
Questions
Do you assess online stores as well as shop floors?
Yes. For brands that sell online we follow the journey from the first page through checkout, delivery, unboxing, customer service and re-order.
We are launching a fragrance brand. Where do you start?
With the class and the customer: what they pay, what they expect, and what the brand must feel like at each moment around the bottle. The formula and the bottle design stay with your perfumer and designer.