Retail - clem agency

Ensuring brand consistency in high-touch retail environments

For a heritage luxury brand, the gap between brand promise and in-store experience was costing trust and loyalty. The challenge: making sure the story matched the reality.

Key actions.

Observed frontline experience to identify disconnects between strategy and execution
Helped align staff training, in-store language, and physical space with brand narrative
Co-designed guidelines to ensure consistency across locations.

What made the difference.

I brought a sociological lens to brand implementation — turning vague values into concrete, day-to-day behaviors. The result? A more coherent customer journey, and a more empowered retail team.