How Pandora jewellery turned a failing store into a $10M success story | Pandora, Managing Director (UK), Brien Winther
Customer Experience Leaders · RateIt
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Show Notes
Brien Winther is the Managing Director of Pandora jewellery, in the UK. Previously, Brien was the President of Pandora Australia and New Zealand. Topic 1: How Pandora’s personalised bracelet charms helped build it into the successful brand that it is today. Topic 2: How Pandora manages the huge queues it receives every year in the lead up to Christmas and Valentine’s Day. Bonus topic: How Pandora turned a struggling retail store on Pitt St into a $10M success story.
Key takeaways (starts at 30:39):
- Create ways for customers to build emotional connections with your product (like how Pandora’s charms capture ‘Unforgettable Moments’).
- Reduce the burden of queues by managing customer expectations and moving people through their unique journey quicker.
- People make the experience (not the product, price, policies or procedures).
- Practical empowerment of store managers, which leads to staff genuinely caring.
This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.