Malls & Departments Stores

More than ever, the power of brand discourse is at the heart of the performance of luxury brands. MAD supports its customers in the construction of Brand platforms with three skills: The search for a profound discourse, structured and recognizable; the strengthening of luxury positioning; and the declination of the concept into creative rules that fuel product, communication, distribution, HR, and ESG. All at the service of a brand that maximizes emotion as well as ROI.

The improvement in the performance of Maisons is expected to a significant part due to their ability to increase the average basket of existing customers. To achieve this, MAD supports the implementation of holistic strategies covering the offer, the experience, customer treatment, the management of high-potential customers, the recruitment and training of teams, the implementation of management tools... the whole at the service of desirability of the House and its capacity to build a sustainable VIC base.

The experiential signature is a promise of uniqueness and coherence. It represents the translating the brand platform into the eyes of the customer. Our methodology is based on 3 dimensions (key memory, key emotions, key iconic moments) deployable on all types of customer contact points (physical and digital).

MAD supports luxury brands in the design and implementation of exceptional customer journeys, in a omnichannel context. We make tailor-made strategies, adapted to each House, around a experiential signature, to create distinctive and memorable experiences at every touchpoint. Anchored in the fundamentals of luxury, the signature of experience is both inspiring and concrete, and far from the outdated visions of a robotic experience.

MAD supports Maisons in the definition and implementation of their CRM strategies. Our expertise covers the entire CRM value chain : guiding principles, customer segmentation, customer data collection, CRM journey, CRM journey, activation formats, principles and measurement of ROI, qualitative and quantitative analysis of customer data, organization (central vs. local).

VIC populations (Very Important Customers) are becoming an increasingly central issue for Maisons. They represent as well a business challenge than a key image. In this context, MAD supports the Houses in the creation and implementation of strategies dedicated to VICs. Recruitment strategy, offer strategy, strategy for dealing with VICs, loyalty strategy, image enhancement strategy, performance measurement.

The physical or digital retail continues to reinvent itself in a post-Covid context. While increasing the number of physical points of sale is not the priority of major players, the emergence of certain regions of the world, the shortness of breath of others, and the complexity of retail models in general, are all subjects on which MAD supports its customers.

MAD supports luxury brands in the design and implementation of exceptional customer journeys, in a omnichannel context. We make tailor-made strategies, adapted to each House, around a experiential signature, to create distinctive and memorable experiences at every touchpoint. Anchored in the fundamentals of luxury, the signature of experience is both inspiring and concrete, and far from the outdated visions of a robotic experience.

Define the good concept in line with image and business ambitions is a central issue for Maisons. Our proven methodology is based on 5 key steps: strategic framework, retail story, customer journey, commercial brief, functional brief (front of house and back of house). We also organize architectural competitions in order to select the best creative talent.

Retail performance is at the heart of the profitability of Houses. Which organization, which performance indicators and which dashboards (for central and local teams, up to the store manager), What digital tools are the most relevant for maximizing profitability ? These are strategic issues for Maisons that operate on a recent and limited network, like those who animate hundreds of stores in various formats.

MAD created a proprietary methodology in order to offer to the Houses a thorough and expert analysis of their stores. At the scale of a store, a region or a global network, MAD teams analyze the key elements of retail qualitatively and quantitatively (store concept, look & feel, personal, speech, tools, services). MAD also offers Comparative retail assessments In order to assess the quality of its retail in relation to other predefined actors.

The experiential signature is a promise of uniqueness and coherence. It represents the translating the brand platform into the eyes of the customer. Our methodology is based on 3 dimensions (key memory, key emotions, key iconic moments) deployable on all types of customer contact points (physical and digital).

Faced with increasingly complex customer journeys, MAD offers a innovative approach aimed at evaluating a Maison's omnichannel maturity across all of its contact points: retail, e-commerce, customer service, social networks, social networks, VOC (Voice of Customer), omni-channel services (C&C, R&C, click from store, boutique appointment)... By combining quantitative and qualitative criteria, MAD analysis the performance of the omnichannel customer experience to lead to a targeted vision and a specific action plan.

MAD has created a proprietary methodology to assess the performance of an e-commerce site for a Maison in comparison to its competitors. The assessment breaks down all key criteria and sub-criteria of the user experience (homepage, navigation, checkout, content, etc.). Taking into account the e-commerce specificities of each sector and highlighting best practices per sub-criteria, this offering aims to bring out strengths and areas for improvement to formulate pragmatic and commercially effective recommendations.

The growth of luxury houses has been unprecedented in 20 years, in a complex and omnichannel international market, with increasingly demanding customers. In this context where everyone's roles and the required talents are evolving rapidly, MAD supports its clients in strategic thinking for transformation, thanks to proprietary methodologies and based on our unique knowledge of the sector.

Luxury is an industry of “people” where the human relationship is central. In a world where relationships at work are challenged, where turnover is a critical KPI, MAD supports Maisons in the definition of the employer brand, symmetrical to the Brand Platform and to the customer promise.

Convinced of the strategic importance of training for luxury brands, the MAD Academy teams, MAD's transformation learning practice, support our clients in the writing of their training strategy, the definition of their Learning organization, and the creation of unique experiences and tailor-made blended training programs. Our commitment: enable retail teams to increase their skills and become the first brand ambassadors.

Today more than ever, performance and sustainability of brands and Maisons pass by their ability to attract, recruit, develop and retain the best talent, creative, managerial and operational. Nourished by advice and managed by experts in Luxury and Executive Search, MAD Talent supports its clients in the format that best suits their needs: recruitment, interim management, HR consulting and talent mapping.

In response to increasingly complex customer journeys, MAD supports Luxury Maisons in implementing consistent and effective distribution strategies across all touchpoints: retail, e-commerce, customer service, social media, VOC (Voice of Customer), omnichannel services (Click & Collect, Reserve & Collect, click from store, boutique appointment), etc. Through a 360° evaluation of the brand's omnichannel maturity and by combining quantitative and qualitative criteria, MAD identifies the target vision that will boost the performance of the omnichannel customer experience, supported by precise action plans.

Recent developments in Deep Learning and generative AI are disrupting the ways of working across all industries and the Luxury sector is not exempt from this technological revolution. Beyond identifying the current applications of AI-enhanced tools (analysis and clustering, personalized recommendations, automated product pages...), MAD supports its clients in anticipating organizational changes and new challenges raised by AI.

Both online and offline, performance is at the heart of the Maison’s profitability. By analyzing both qualitatively and quantitatively e-commerce website and social networks performance (sessions, bounce rate, churn, conversion rate, traffic sources, # of followers, engagement rate…), MAD supports its clients in identifying use cases, processes, and tools that sustain the commercial performance of digital channels.

Digital teams are in constant transformation, with a scope, influence, and role evolving quickly. In this context, MAD supports its clients’ organisational strategies, using proprietary methodologies and drawing on our unique knowledge of the sector.

MAD has created a proprietary methodology to assess the performance of an e-commerce site for a Maison in comparison to its competitors. The assessment breaks down all key criteria and sub-criteria of the user experience (homepage, navigation, checkout, content, etc.). Taking into account the e-commerce specificities of each sector and highlighting best practices per sub-criteria, this offering aims to bring out strengths and areas for improvement to formulate pragmatic and commercially effective recommendations.

In a world where clients expect e-commerce to provide "everything, ATAWAD", e-commerce assortment could undermine Luxury’s product perception of exclusivity and scarcity. In this context, how to combine seamless experience, elevated brand image, and maximized sales and sell-through? MAD's answer: a Magic and Logic approach addressing e-merchandising challenges by combining the excellence of luxury retail with the expertise of best-in-class e-retailers.

Online and offline, digital tools enhance all the steps of clients and employees’ journeys. Whether to streamline a process, address a pain point, or simply enhance the experience, these tools must be thoroughly map-out before development. MAD supports its clients from identifying usage, image, and impact expectations to formalizing complete and effective use cases.

In an omnichannel approach, customer journeys must be reconsidered, ensuring consistency in the message, the tone, and the emotions across all channels. Feeding on the Maisons’ DNA and their experiential signature, MAD supports its clients in defining content strategies that serve image and business ambitions.