Global Fashion Retailer, New Look, Redefines Value and Reaps Benefits Focusing on What Matters Most New Look was founded in 1969 as a single fashion store in the UK. Since then, the company has become a leading multinational fashion brand, with nearly 1000 locations across Europe, China, and Asia, and 20,000 employees—18,000 of whom are in customer-facing roles. For most of its existence, New Look’s brand promise was centered on delivering fast-fashion clothing at low prices. As customer expectations changed, the company discovered that this simple proposition was no longer enough. While price remains a consideration, their customers want to have a more compelling experience. New Look launched an initiative called “Service Basics” to transform their cultural and business orienta

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