KOCCA

To understand the state of the current Kocca customer experience, we carried out mystery shopping activities, in which the sellers, unaware that the business was taking note, served surveyors who, in the meantime, were taking note of every detail of the service and the store, evaluating it.

Once the results of the activity were known, two training models were prepared aimed at two different types of figures: the sales assistant and the store manager.

The training took place by alternating webinars, online coaching moments and days aimed at store managers.

For the store assistants, content linked to the redesign of the customer experience was prepared, but it was not limited to this: the trained people were able to see the outputs of the incognito purchasing activity, reworked in a qualitative manner.

Online coaching sessions parallel to the webinars and two days of training have been prepared for managers, allowing them to follow a specific path to be able to apply the new customer experience model in store, even after training. Effective communication and the exchange of information with the company allowed these experiences to be implemented effectively.

Another focus was placed on practicality, in fact, in the follow-up phase. The fine-tuning processes were carried out in the form of in-store coaching and on-the-job training activities to verify the correct application of the model.