Luminar set to go 'Beyond Hello' with Retail Eyes

 Leading late night operator, Luminar, has appointed Retail Eyes to carry out a customer experience programme in its UK nightclubs.

Luminar Group Holdings Plc owns 92 nightclubs around the U.K. – the largest square footage of nightclub capacity in the country. By utilising genuine customers, they will ensure that their already excellent service is maintained and even exceeded, where possible.

The “Beyond Hello” customer experience programme will include monthly visits to its venues and has been developed and trialled over the last 6 months to optimise every aspect of a Luminar venue’s service – not just bar crew, but security personnel performance, the efficiency of queuing arrangements outside the venues and even the quality of the DJ. The objective of the programme is to allow unit General Managers and their teams to understand what they can do to ensure their customers have a memorable experience.

The results from Beyond Hello will also be used as a method of reward and recognition for crew members working in the clubs for giving great service. Stephen Thomas, CEO at Luminar says: "The aim is to ensure that every customer who visits a Luminar venue has an all round enjoyable experience which goes beyond just 'hello' at the front door. From the moment they are greeted upon arrival, to the moment they collect their coats at the cloakroom and leave, it’s about us going that extra mile in service."

Luminar chose Retail Eyes to execute their customer experience programme because of the company’s unique approach, flexibility, detailed insight, and exemplary results. Since the inception of the Beyond Hello programme, Luminar’s Operations Managers, Venue GM’s and Crew Members have been heavily involved with the team at Retail Eyes in the development and roll out of the programme.

Simon Boydell, Marketing Manager for Retail Eyes says: "With the nightlife sector becoming more competitive following the extended licensing laws, making sure every customer has a memorable experience has never been more important. We are delighted to be working in partnership with the team at Luminar, and looking forward to both identifying and improving what are often the small but crucial factors that combine to make a great customer experience – and in turn drive customer loyalty and advocacy".