Development of a new customized customer experience model
CLIENT: LUISA SPAGNOLI
SERVICES: Redefining the customer journey.
PERFORMANCE
participants
selling ceremony objectives
training hours
training contents
ANALYSIS AND PLANNING
analysis report
assistance pills
assistance pills – emotional video
behavior assessment
behavioral intelligence
coaching
communication system
competence check
competence check – leadership check
competence model
concept store and layout
custom platform
customer experience analysis
customer relationship management
customer research
display model
driving forces
economics
economics – sales processes
educational events
emotional video
engagement approach and processes
focus group
gamification learning
geomarketing
in-store customer behavior
key people survey
kpi dashboard
leadership check
leadership check – competence check
live shopping
live training
mystery shopping
networking & partnership
process & standard operations
retail book
retail map
retail tour
sales ceremony
sales engineering
sales performances
sales strategy
selling integration
service and customer experience model
store check
store observation
store operation
storytelling tools
talent executive
team building
tutorial-emotional video
visual merchandising
windows model
Redesign the customer journey of Luisa Spagnoli’s national and international sales points and update the cross-selling skills of sales staff.
To support Luisa Spagnoli in redefining a customer experience, we have collected useful data and information from the brand in order to personalize it and adapt it to the customer’s needs. Through interviews with key company people, we identified relevant practices, attitudes and behaviors for the purposes of redesigning the customer journey.
Subsequently, we proceeded with the measurement of the quality provided by the services within the Italian and foreign sales points through an extensive mystery shopping activity. Through the findings obtained by monitoring the effectiveness and efficiency of procedures, relational and structural aspects of the stores, we then spent days of observation to carry out a check on the store’s operations.
The aim was to evaluate not only the customer’s perception, but also the attitude of the different teams to interact in a coherent manner with the products and DNA of Luisa Spagnoli within the shopping experience. Subsequently, we proceeded with sharing what emerged with the roles of Area Manager and Store Manager in order to redesign an updated customer experience model customized to the needs of the brand. To stimulate innovative thinking, stay up to date on news and map emerging trends in the retail world, a tour of the most cutting-edge stores in the reference sector was carried out with the management.
Following the sharing of objectives and in light of what emerged during the planning phase, we proceeded with the training activity.
Among the training topics, the alignment of the Team on operational practices and the uniformity of the glossary used in store was of particular importance. Furthermore, we have customized the tailoring phase linked to the outfit proposal to update cross-selling capabilities with a view to listening and understanding the customer.
To obtain these results, the training took place in person with the organization of an event which involved Store Managers, Area Managers and company Management. Subsequently, we proceeded with the alignment of the entire Luisa Spagnoli sales network through gamified content in the form of digital pills. To increase engagement and a sense of belonging to the company, team building activities were carried out with the creation of a customer experience manual designed specifically for the brand.