Analysis of our customer measures has shown that we perform strongly with customers who purchase from us, however, there remains a significant opportunity in how we Welcome customers into our stores. Improving this first interaction can have a major impact on both sales and service outcomes.
All Stores are required to strengthen the Welcome experience within their stores. Competitors are working hard to raise their game, and we must do the same by making every first impression count.
By refining how we Welcome customers, we not only create better advocacy and satisfaction but also unlock meaningful marginal gains in performance.
The ask: All stores to create an individual Welcome Action Plan. Each store should:
- Understand why improving Welcome is important.
- Make there Plan with there teams
- Display their plan in the back office.
- Track and celebrate improvements by reviewing RISE & PCG data.