Luxury Videos

How Hospitality Transforms Luxury Retail | EHL X Isabel Marant Client Experience

The video details Isabel Marant’s partnership with the École hôtelière de Lausanne (EHL) to turn hospitality into a core competency for its luxury retail stores. After a thorough discovery phase—store visits, employee interviews, and senior‑leadership roundtables—EHL identified gaps between the brand’s aspirational experience and current execution. The solution was a two‑day immersive program combining classroom lectures, role‑plays, ateliers and real‑time exercises designed to embed hospitality values across the team. Participants noted the campus‑wide embodiment of hospitality, with the speaker quoting, “Hospitality is not just a way to think, it’s also a way to act.” The training has already sparked higher engagement, more fluid client interactions, and a shift toward bespoke, human‑focused service. If the pilot’s uplift translates globally, Isabel Marant could differentiate itself through consistently personalized experiences, while the model signals a broader retail trend of borrowing hospitality expertise to deepen customer loyalty.