When you know what you offer is great, how do you convince everyone else?
Black Cat Thinking helps businesses to develop an individual 'personality' to bring consistency and credibility to everything you do. We'll also work with you to develop an approach for applying this personality to every part of the business, and devise simple ways of working that your teams will enjoy.
A home retailer opening a flagship store in central London was keen to create a point of difference through the customer experience. The senior team realised that an unique experience could deliver improved customer footfall, loyalty and sales results.
We worked with the management team to create a strategy for introducing a more service focused culture across the UK business. We then applied this strategy with one of the London stores, piloting a new customer service approach over a 12 week period.
On completion of the trial the pilot store achieved a 23% increase in mystery shop results and first place in its region in terms of service and sales.
The new customer service approach was introduced in the training for the new flagship store and key elements were then rolled out across the group's UK stores.
"Working with Jane was fun! She had an innovative approach that opened my eyes to a new way of developing and delivering customer service training. She also has the ability to focus on the client, the end customer AND the commercials, successfully delivering to a tight budget and timeline. The trial embedded a new service attitude in the store, and provided the foundation for store staff training for a high profile store in Regent Street."
HEAD OF TRADING, HOME RETAILER