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):

1. Create ways for customers to build emotional connections with your product (like how Pandora’s charms capture ‘Unforgettable Moments’).
2. Reduce the burden of queues by managing customer expectations and moving people through their unique journey quicker.
3. People make the experience (not the product, price, policies or procedures).
4. 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.