Sales and Service
Improved customer service increased sales by £152m
Our client, a PLC, had a reputation for poor customer service and recognised that this was depressing sales.
We discovered that staff had become jaded from a continual stream of change and that previous projects simply weren’t delivering in stores.
We worked with our client and their customers to define what outstanding service meant to them. We then eliminated unnecessary work that was reducing time for customers, redesigned key shop-floor processes and created working practices that enabled the staff to focus on the customers. We then delivered a reinvigoration programme to over 100,000 staff to create a sustainable customer-centric culture.
Within seven months, improved customer service added £152m in extra sales and Mystery Shopper scores moved from 4th to 1st.
