Initiatives that Elevate the Customer Journey
2024 has been a remarkable year for the Group’s retail business on a global scale particularly with the implementation of various impactful initiatives - from the launch of highly personalized progressive lenses to remodeling projects along with the adoption of circular practices in retail stores. Find out how these efforts elevate the customer journey and embrace EssilorLuxottica’s sustainability pillars as part of their daily business.
EMEA
This year has been marked by major renewal and expansion efforts of the Group’s retail banners with 280 real estate projects in the region, including exclusive new openings and creative remodeling of flagship stores. These were conducted with the goal of enhancing the service offering and the overall customer experience. From architecture and interior design to the exclusive selection of EssilorLuxottica’s best eyewear collections, every aspect was carefully curated in the stores. For instance, Apollo-Optik, a leading optical retail brand in Germany, reopened its flagship store on the Zeil promenade in the heart of Frankfurt; Vision Express reopened its flagship store on the iconic Oxford Street in London and GrandOptical reopened its doors on Paris’ famed shopping street, avenue des Champs-Élysées.
A significant achievement was attained by Synoptik, the Group’s largest optical chain in Denmark and Sweden, as it obtained the WELL certification for its store in Taby, a municipality north of Stockholm. It was awarded by the WELL Building Institute, the global authority on transforming health and wellbeing in buildings, organizations and communities around the world.
Atasun Optik, an optical market leader in Turkey, has been recognized among the happiest workplaces in Turkey in a survey conducted by Happy Place to Work and Capital Magazine in the following categories: Professional Development, Women Led Organization as well as Diversity, Equality, Inclusion.
The Group’s employees in EMEA remain active supporters of the OneSight EssilorLuxottica Foundation. With the help of 160 retail volunteers, over 100,000 eyeglasses were distributed to underprivileged beneficiaries throughout 2024 at various vision clinics conducted in France, Ireland, Portugal, Spain, Greece, Poland and Holland.
US
In partnership with Essilor Instruments and Shamir Optical Industry Ltd, a world-leading producer of high-performance lenses, LensCrafters launched the LensCrafters Adaptive Progressive Lenses, its most advanced, tailored and highly personalized progressive lenses to deliver an optimal visual experience. The lenses provide clear vision at all distances along the entire eye convergence.
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Secondly, LensCrafters continues to make a strong impact as an innovative eyewear retailer as it opened seven new stores as well as relocated and remodeled 55 stores in 2024. The new stores and flagships are modern with an elevated store design and feature cutting-edge optometric tools, the latest digital technologies as well as best-in-class customer service. This reflects the effortless integration of design and technology, giving customers a more individualized experience as they conveniently browse the vast luxury assortment of EssilorLuxottica’s brands. In addition, the stores are equipped with high-resolution digital screens and LED walls displaying eyewear and marketing campaigns to offer an immersive experience around each brand.
Thirdly, in line with EssilorLuxottica’s Mission, LensCrafters is deeply committed to giving back to the communities it serves and has a long history of enabling its optometrists and team members to be part of this life-changing work. Over the last decade, LensCrafters has proudly helped raise over $25 million for the OneSight EssilorLuxottica Foundation through customer donations. In 2024, six joint vision clinics were conducted in partnership with the Foundation to serve over 900 people in need of good vision care.
ANZ
OPSM is a premium optical retailer in Australia and New Zealand, utilizing the Group's advanced technologies for comprehensive eye care and providing expert style advice to help consumers find their perfect pair.
In 2024, OPSM introduced its campaign "Dedicated to Everyday Excellence" which spotlights four everyday Australians and New Zealanders, who were each chosen for their commitment to excellence in their respective fields. Chef Nornie Bero, Skateboard Designer Chey Ataria, Winemaker Angus Vinden, and Beekeeper Jessica Curtis embody the brand's dedication to mastering their craft and embracing challenges. This 360-degree omni-channel brand campaign illustrates the OPSM point of difference with the objective of appealing to the new generation of customers and their needs. The campaign was rolled out in various online and offline channels (tv commercial, out-of-home, digital and social media), further reinforcing OPSM’s position as a trusted optical retailer.
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Circular Services
As EssilorLuxottica’s sustainability commitment is deeply intertwined with its circularity goal throughout the value chain, the Company’s approach to circularity encompasses its retail business as well. The Company is committed to ensuring proper maintenance by providing guidelines and encouraging consumers to extend product life through circular services. These include in-store repairs and the possibility of bringing used eyewear back to be repurposed through the Company’s circular processes. The Group’s iconic brand, Ray-Ban, for example, launched a specific Repair & Care Hub initiative between June and October 2023. The initiative received an overwhelmingly positive response as it encouraged customers to take care of their eyewear and ended up being a permanent offering in 11 key stores in EMEA in 2024. It was also launched in the Ray-Ban store in SoHo, New York City, at the end of November 2024.
Salmoiraghi&Viganò, the Group’s premium Italian optical retail brand, launched Officina Rinnovo in April 2024 to test its Repair & Renewal Service for the first time. Officina Rinnovo was piloted in two stores in Milan and was subsequently recognized by the 2024 Retail Awards in the ‘Best ESG & Sustainability Project’ category for the initiative.
