The client is a New York-based premium clothing brand operating for over six years. It has various outlets throughout North America.
The client recognizes that the customers visiting the stores are looking for more than a piece of clothing to suit the occasion. They come for the experience-experience of a social connection and personal attention with a sense of appreciation for their taste and preferences.
The client holds the customers’ experience paramount to their success and, therefore, wants to build a culture of customer delight throughout the chain. The client also acknowledges that the culture flows from the top to the bottom and, therefore, wants to ensure that the leadership team is adequately trained on the brand’s values and customer service etiquettes.
However, with the skill set so subjective and the performance measure so nebulous, the client was finding it hard to train and accurately assess the managers’ proficiency and fluency on the critical customer relation skills. The client was also finding it challenging to identify specific requirements for training and development.
The challenge of providing a consistent customer experience across the franchisee and company-owned outlets was a potential bottleneck in the brand’s ambitious expansion plan.