Client Background
EssilorLuxottica, global eyewear leader, needed a strong training partner to upskill opticians and store staff for premium customer experience.
Challenge
- Sales staff lacked structured product demonstration skills
- Service quality varied across outlets
- Needed to align store staff with a global luxury brand experience
Y&Now Intervention
Y&Now designed a Luxury Retail & Optician Excellence Program including:
- Eyewear product knowledge
- Store experience enhancement
- Professional grooming & communication
- Understanding premium customers
- Upselling & cross-selling techniques
Implementation
- Conducted trainings across 10 metro and tier-1 cities
- Trained 700+ store associates and opticians
- Introduced mystery shopping & post-training evaluations
Results
- Premium eyewear conversion up by 22%
- More consistent customer experience
- Staff confidence and brand alignment improved significantly
Client Feedback
“Y&Now elevated our store experience to global standards effortlessly.”
