Case Study: Villeroy & Boch achieves a 5.41% lift in Average Transaction Value, improved conversion and €2.5m ROI with Learning Pool Limited

Villeroy & Boch - Customer Case Study

Villeroy & Boch faced declining turnover and customer conversion rates despite strong service-standard scores; a Brand Ambassador Survey across 300 evaluations in 100 European stores showed sales were product-focused rather than driven by customers’ emotional purchase motivations. To address this, Villeroy & Boch engaged Learning Pool Limited to create a Brand Ambassador Learning Experience, using blended delivery including Curatr (now Stream), face-to-face workshops, webinars and reinforcement communications.

Learning Pool Limited implemented the blended programme with short films, role play and simulated sales situations, tracking learning and performance via the Experience API (xAPI) into the Learning Locker Learning Record Store (LRS) and running an A/B split campaign. Both groups improved, but stores receiving the full Learning Experience (B sample) outperformed the online-only group: Average Transaction Value was 5.41% higher versus A sample, customer conversion rose 1.17% versus historical results (0.62% ahead of A), and the approach returned €2.5m on the training investment.

Villeroy & Boch