Thuniversity relaunch
CLIENT: THUN
SERVICES: Building an intergenerational customer experience model.
PERFORMANCE
participants
buying objectives
sales
interactions on the platform
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
Building a cross-generational customer experience model designed in the new era capable of positively activating the purchasing process and updating the skills of entrepreneurs, store managers and store staff.
Ten years after the last Thuniversity event which characterized the development of skills in the retail sector of both direct and franchised single-brand stores and wholesale stores, the company has redesigned the commercial strategy by enhancing skills and methodologies through the Thuniversity project.
We redesigned the Thun customer experience through the creation of a cross-functional working group that defined the touchpoints of the new CX.
For implementation, a process was created consisting of two separate but integrated tools: two three-day events and an interactive platform.
The events were a moment of sharing and exploration lasting a total of six days.
The learning model was structured by creating over 30 training contents that spanned both marketing activities, customer relational activities and physical ones, modeling ceramics within dedicated Labs.
Furthermore, with a view to interacting with the new selling ceremony, simulations of real cases with the customer were organized in the virtual store.
The customized platform, in addition to allowing the recording and dissemination of information of a complex learning process, allowed for online interviews, content sharing, collaborative benchmarks and, naturally, repositories of the various contents created.
Finally, the platform supported interactive games that saw participants exploring the location. From a gamification perspective, the collection of points was foreseen by scanning QR codes scattered throughout each area of the event.