Bringing customer experience to a new level by training from within. Co-workers, store managers and ambassadors are all going for gold!
Over the last years, shopping has shifted more and more into online shopping. This requires a lot more flexibility from the staff to get used to the new changes. Also more commitment in the store to making an impact, when it comes to customer experience.
Investing into employability and giving the opportunity for the staff to grow in a sustainable way, is therefore key.
What we did?
- Transforming co-workers into STARS for optimal customer service
- Transforming store managers into CAPTAINS for optimal leadership
- Transforming 2 co-workers per shop into COACHES, for the sustainable Train the Trainer program. This way they reach each and every Intersport co-worker and make them a STAR as well.
- Introducing a leaning app to stimulate online learning and to act on challenges that stimulate the customer experience. It gives the opportunity to be updated, learn, grow, play, communicate, engage.
- Mystery visits: 4 per store, each year to keep the consistency up!
Look at that!
- The 32 shops with trained employees generate 33% more revenue than the 18 shops that have not received the Start Reverse training yet.
- 450 co-workers trained into STARS by doing the Experience STAR training program
- 42 co-workers trained into COACHES aka brand ambassadors
- 32 store managers trained into CAPTAINS by doing the Epic Leadership training program
- 128 mystery visits executed together with our partner Inprove
- + 11% improvement in mystery visit results
- 476 users on the engaging app, built together with our partner Atobi
- 24 product video blogs
- + 48% eNPS
- + 18% sales per ticket
- + 8% club members
- + 15% NPS
- + 13% conversion
