Case Study: Bergdorf Goodman elevates luxury customer experience with Wolff Olins

Bergdorf Goodman boosts NPS 30% in six months with Wolff Olins

Wolff Olins partnered with Bergdorf Goodman, a historic luxury retailer, to address the challenge of codifying its unparalleled in-store service experience. Following its post-COVID reopening, Bergdorf's needed to articulate its distinctive culture and customer experience standards to ensure greater consistency and maintain its reputation for excellence.

The solution implemented by Wolff Olins was the development of a comprehensive Culture Strategy and Employee Value Proposition (EVP). This included a new Customer Experience framework, a service foundation, and a detailed guide with training materials that was rolled out to all employees. As a result of this work by Wolff Olins, the brand saw a 30% increase in NPS scores within six months and achieved higher employee retention.

Bergdorf Goodman