Liberty London

Appointedd enabled Liberty London to deliver seamless bookable experiences, driving over 800 event bookings, including five sold-out events.

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Key results

800+

Event bookings

500+

bookings made 10+ days in advance

sold out events

Overview

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Liberty London, the iconic department store founded in 1875, has always led with innovation, from spotlighting global artisans to redefining luxury retail. Today, that spirit continues through a digital-first approach to customer engagement.

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To deliver personalised, high-touch experiences in a modern retail landscape, Liberty partnered with Appointedd. Together, they transformed the way customers book events, appointments, and services, bridging the gap between online browsing and in-store discovery.

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The challenge

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Liberty offers a diverse product range, from fabrics and fashion to fragrance and fine jewellery, and needed a booking solution that could support an equally diverse range of customer journeys.

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The team faced key challenges:

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Creating consistent experiences across a wide variety of services
Enabling online booking and payment for appointments and events
Maintaining a luxury brand feel throughout the customer journey
Accessing data insights to inform service design and staffing

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The solution

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Appointedd provided a highly flexible and fully branded booking platform that aligned with Liberty’s premium service standards.

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Customers can now easily book and pay online for experiences including:

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1:1 fabric consultations and wardrobe refreshes
Store tours and seasonal events
Crafting and artisan-led sessions, such as wreath-making and live art experiences

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Each booking is supported by automated confirmations, reminders, and follow-ups, all personalised to reinforce Liberty’s luxury experience.

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Internally, Appointedd gives Liberty a clear view of staff schedules, service performance, and customer demand, helping the team adapt to shifting trends with agility and insight.

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Why Appointedd

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Liberty chose Appointedd for its:

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High level of customisation, aligned with luxury brand expectations
Ability to manage diverse and complex services
Omnichannel experience, connecting digital shoppers with in-store services
Automated communications that enhance the end-to-end customer journey
Data insights that inform decision-making and forecast demand

We’ve partnered with Appointedd to facilitate bookings for Liberty shop appointments, tours, and events for 3 years. The level of customisation Appointedd offers allows us to ensure customers experience the luxury they expect from the brand every time they interact with us. We’re able to bring virtual shoppers in-store and take it a step further by connecting our customers directly with the artisans Liberty has stocked and supported throughout its history through events like our wreath making events, and our live art experience.