Global Retailer Improving Customer Experience

Background and Opportunity

Through spending time in stores all over the UK and around the world, working with retail colleagues on the front line, and listening to customers, and looking at the competitive nature of the market place he identified that a market beating upgrading of customer service was required to continue to grow customer engagment.

Experience is Everything

The new omnichannel customer experience strategy led by Tim Maule addressed

BRAND: Defining how the Brand Values connect with customers.

CUSTOMER: Defining what customer experience means and why it is important.

SERVICES: Identified 24 key service initiatives that positioned the retailer in a unique place in a highly competitive marketplace.

TRAINING: Developed a training program, working with the training team with all necessary collateral, taking over 3000 global colleagues in stores and head offices through the plan in 4 months, with  of measurement introduced.

SOCIAL MEDIA: Pioneering communication with customers through social media, focusing on engagement not just likes.

Outcome

• Over 20M visitors in store and on line enjoyed an improved customer service which resulted in a net promotor score of 67.5%, an improvement of 12%, and footfall conversion rates in excess of 35%.
• 93% customers surveyed said they would recommend the Brand to a friend.
• The new customer experience was rolled out rapidly globally, delivering an industry leading experience improving in store conversion, whilst fully integrating online sales. 

What Difference Did Tim Maule Make?

With an obsessive passion for customer service, he listened to colleagues at all levels to develop a new unique marketing leading customer experience. Using his public speaking skills, and international interpersonal skills he led the introduction of the program around the world.