One of Australia's largest retailers sought to improve its
service to customers by engaging those closest to the customer -
their front-line sales staff and store managers. GSG was engaged to
develop and run a program to generate ideas that would improve
customer service and ultimately sales.
What was the question?
- What ideas can be implemented to enable a sales and service
culture that delivers increased sales conversion rates in store and
meets customer service expectations?
What did we do?
- Facilitated workshops with front-line sales staff to identify
constraints in meeting customer service expectations and generate
ideas to better sell/serve
- Ran sessions with store management to understand where they
should better focus their time to support their staff and meet
customer service expectations
- Reviewed ideas generated with company management and allocated
into implementation 'buckets' based on potential impact and
feasibility
- Worked with company management to develop plans through which
ideas could be implemented
What was the outcome?
- The program is now the number one priority for the
business
- Business functions are now working together as opposed to in
silos with increased focus than ever achieved before
- Front-line staff and store management feel a renewed sense of
purpose at having their ideas heard and taken on board.
Back to Case Studies