Farrow & Ball
Reinventing the way we shop colour
The challenge
How could Farrow & Ball re-establish their premium leadership position, and expand globally, in the face of intense competition from high street copy-cats and a new generation of innovative entrants into the paint and paper category?
The spot
We identified the unique opportunity for F&B to elevate themselves beyond their category and join a cohort of specialist luxury peers that we called ‘the modern masters’. These are brands that bring their provenance and craft to the fore and partner with customers as an integral part of the experience. Only F&B could pick up this mantle in paint, paper, colour & light.
The approach
We redesigned their customer experience to be an expression of this new philosophy and cultural role. At the centre of this was the F&B Studio - transforming their approach to selling into a playful, creative experience that inspired and enabled people to realise their full home creator potential, and in doing so turning F&B’s consultants into true, life-long creative partners.
The work
We took a ‘hothouse’ approach – starting with Battersea as our test and learn store. By defining the People Experience (PX) of the space we quickly identified the brands unique service rituals, opportunities for programming and new cultural collaborations to create magnetism around the store.
The services
- Identifying growth opportunities and audiences
- Defining your brand philosophy
- Designing a connected retail experience
- Creating Windows with stopping power
Where to next?
“Portas aren’t just partners for one project, but they develop a relationship with us as a complete business, understanding our ethos, our challenges, and our future ambitions, so they are partners for the long term.”
“We delivered our first concept project with Portas on time, on budget, and to spec - and now our it’s our top performing UK showroom. So of course we are rolling out internationally.”
The impact
Best performing store in terms of sales. Exceeding targets of 10% above store average.
The impact
Average weekly sales up 10.8% and conversion up 9.7% vs pre-opening.
