Tag - Buying Experience

Another Retail Sales Coaching and Mentoring Success

As Customer Experience retail experts, we know that the combination of individual and team retail sales coaching delivers compelling results. We saw this earlier in the year when we achieved a 7% uplift in sales at the Thorntons’ stores where we delivered our renowned sales coaching programme.Our latest coaching and mentoring work with a major UK retailer also delivered a significant uplift in sales across the six stores that our specialist CX team supported.  Retail Sales Coaching Programme The initial One [...]

CX Programme at Hartridge Engineering

Recently we were delighted to roll out the foundation phase of a CX transformation programme at Hartridge Engineering, a world leader in diesel fuel injection test equipment.This involved working closely with the Board of this Buckinghamshire based manufacturer.  We delivered a series of interactive workshops exploring the importance of CX, their internal culture as well as the Values associated with the business. In addition, we helped them gain a better understanding of their customer’s perspective through various qualitative feedback [...]

Customer Experience in 2017

Here are some key factors we believe will shape Customer Experience in the UK in 2017… Increasing 'smart' consumers In an ever changing marketplace, retailers/service providers will need to consider the fact that their customers are better informed and more demanding than ever before.To ensure growth and the maintenance of a competitive edge, retailers/service providers will need to better understand these savvy customer’s emotionally based buying journey, and have a team with the ability to not only identify the customers’ needs [...]

Thorntons Retail Customer Experience Programme

Over the recent few months we have rolled out an extensive retail Customer Experience coaching and training programme to 40 Thorntons stores across the UK.Our team of CX trainers and coaches worked with Thorntons’ store managers and retail assistants across the UK to improve the Customer Experience in Stores, by focusing on changing behaviours and language.We are delighted to report that after 6 weeks the stores targeted by the programme have shown a significant improvement in both their mystery [...]

Creating a Positive Handover Experience with Taylor Wimpey

Last month we were delighted to provide coaching and consultancy services to one of the UK’s largest housebuilding companies, Taylor Wimpey plc.Working with the site managers and customer service team who conduct the new home handovers, we looked at ways to improve the house handover process. We looked at moving away from being Taylor Wimpey driven i.e. telling the customer all the things Taylor Wimpey wanted to cover in the handover to being customer led i.e. what is important [...]

New Retail Sales Workshop Launched

We are delighted to launch our highly acclaimed sales training, Creating a World Class Buying Experience, as a standalone one day workshop.Aimed at retailers who want to train their sales people how to provide an exceptional buying experience for their customers so their business really stands out from their competitors.Based on our unique, proven approach we focus on the ‘relationship’ and not just the ‘sale’. We show delegates how, through the delivery of a great buying experience, to get [...]