The Challenge
Lipault, the Parisian leather goods and accessories retailer operates in over 500 points of sale globally and has half a dozen directly operated stores. The brand team wanted to understand what was really happening in their stores - and specifically why customers weren't buying. Traditional market research and surveys weren't providing the answers they needed.
The team faced critical questions:
• Why were customers leaving without purchasing?
• How could they attract a younger clientele and more men?
• What products should they launch next?
Marketing meetings were dominated by opinions and gut feel rather than facts. "There's always someone who will have the upper hand or the perfect idea - but it's very rarely factual," the team explained. Without real customer insights, the brand struggled to make confident decisions about product development and targeting.
The Solution
The retailer deployed LiveCrew to capture structured feedback from retail store sales advisors who knew both the products and customers intimately. By asking the right questions at the point of sale, they gained precise visibility into customer needs and missed opportunities. Since launch, in 6 stores, Lipault got more than 30’000 surveys from their staff. A huge amount of quantitative and qualitative data.
The Results
After implementing LiveCrew:
• 5% sales conversion rate improvement by understanding and addressing why customers didn't buy
• UPT increased from 1.5 to 1.6 through strategic product launches informed by customer data
• Successfully targeted younger demographics and male customers with data-backed product launches, including new backpack ranges designed to exact customer specifications
How It Worked
The key was involving the team from day one. By sharing results transparently and explaining how insights would improve both store performance and product strategy, sales advisors fully embraced the tool.
"When there's meaning and utility, the team follows. We had zero resistance," the brand confirmed.
LiveCrew transformed their product development process. Instead of guessing what younger customers wanted, they knew exactly which backpack shapes and textures would resonate - all from real conversations happening on their sales floor.
"With LiveCrew, we have factual data to know where our customers want to go and what they're ready to buy. That changed a lot of things."
The Bottom Line: With easy on/off implementation, no massive investment, and measurable results within 1-2 months, LiveCrew gave Lipault the confidence to make bold product decisions backed by real customer insight - not opinions.
Learn more about how Live Crew boosted Lipault’s conversion rate here
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