Our retail client wanted to differentiate themselves on customer service by helping their sales team adopt the identity and behaviours of stylists, helping customers achieve whole looks, rather than as sales assistants purely focusing on selling a pair of jeans.
The Arcadia team designed a programme to inspire this new mindset by challenging existing thinking and aligning a new way of approaching customers across the globe. We enabled our client to deliver a consistent programme through all stores in North America, Europe and Asia, through a number of key phases.
We first worked with the core leadership team to develop a clear and compelling vision for change. A small group of District Managers then took part in a “train the leader” coaching programme to equip them with the necessary skills and tools to help them champion change and drive the new approach and behaviours across the regional stores.
We worked with the client to design and deliver an innovative engagement programme using toolkits, online resources and poster campaigns in store.
An online platform profiled team success and the District Managers delivered monthly “town halls” to share learning and recognize role models across each region.
The rollout of the programme was extremely well received…