Serving Britain’s shoppers a little better every day€¦ · • Create a team of passionate...
Transcript of Serving Britain’s shoppers a little better every day€¦ · • Create a team of passionate...
Reimagining the ‘Final Mile’ Customer Experience
Serving Britain’s shoppers a little better
every day
The OpportunityReimagining The Final Mile
Colleagueskeeping promises
for customers
Organisationsmaking promises
to customers CustomerEnvironment
Advertising
CustomerSurveys
CustomerManagement
CorporateIdentity
Promotions
LoyaltyProgrammes
Services
Products
Recruitment
Learning andDevelopment
Retention
PersonalService
9Colleague
Devices / WorkEnvironment
10
ColleagueEngagement
Activity
8
Performance& Talent
Management
7
E.V.P.Reward &
Recognition
65
LeadershipDevelopment
4
OnBoarding
3
Attraction
1
SelectionProcess
2
CustomerExperience
Training
RecoverBrilliantly
Service Standards/Behaviours
Tesco Delivery Drivers are welcome and trusted in my home
Our Approach
CUSTOMER FOCUS GROUPS
ROUND TABLE DISCUSSIONS AND FOCUS GROUPS WITH MANAGERS, TEAM SUPPORT, CDAS, PERSONNEL AND RECRUITMENT
INTERVIEWS WITH KEY STAKEHOLDERS
BEST-IN-CLASS AND COMPETITOR ANALYSIS
EXTENSIVE DESK-BASED RESEARCH
Reimagining The Final Mile
The Solution
• Create a team of passionate Tesco brand ambassadors on the doorstep
• Ensure they know what matters most to customers
• Give them skills and behaviours to deliver great service and build brand loyalty
• Reinforce the link between employee engagement and customer loyalty
• Know how to inspire the delivery of iconic friendly and helpful service
• Have the skills to create a Great Place to Work
Learning Approach
• Adult, brain and heart friendly learning
• Eight intelligences, NLP and Heart Math approaches
• Relevant, practical and actionable
Delivering Our Best
• Three hour immersive sessions
• Understand and empathise with the customers emotional journey
• Learn techniques to build positive and lasting customer engagement
• Build pride in the role
Leading Our Best
• One day workshop
• High impact workouts on delivering authentic, engaging leadership to remote teams
• Skills practice, peer coaching, real time feedback
• Toolkit of practical techniques to sustain momentum at work
DELIVERING OUR BEST SERVICE
LEADING OUR BEST SERVICE
Reimagining The Final Mile
Improved competitor position
The Impact
“I hadn’t realised just how important I was to the overall view customers have
of Tesco – I feel so proud of what me and the guys do now – can’t wait to get out
there.” – CDA London
“You can feel the difference when you walk into the centre – the interactions
between my managers and their teams are the best they’ve ever been... and our
KPIs are through the roof.” – DotCom Manager, The Midlands
“I thought the initial results were a one-off halo affect... but quarter after quarter the good news just keeps coming – this is
a really impressive result for us.” – Senior Stakeholder WGC
Reimagining The Final Mile
Significant improvement in colleague connectivity
Highest customer satisfaction on record for Driver helpfulness
Significant reduction in customer complaints
Next StepsReimagining The Final Mile
Colleagueskeeping promises
for customers
Organisationsmaking promises
to customers CustomerEnvironment
Advertising
CustomerSurveys
CustomerManagement
CorporateIdentity
Promotions
LoyaltyProgrammes
Services
Products
Recruitment
Learning andDevelopment
Retention
PersonalService
9Colleague
Devices / WorkEnvironment
10
ColleagueEngagement
Activity
8
Performance& Talent
Management
7
E.V.P.Reward &
Recognition
65
LeadershipDevelopment
4
OnBoarding
3
Attraction
1
SelectionProcess
2
CustomerExperience
Training
RecoverBrilliantly
Service Standards/Behaviours
Tesco Delivery Drivers are welcome and trusted in my home
75 Wells Street – 2nd Floor London W1T 3QH United Kingdom
T. +44 (0)203 4700 230
nkd.co.uk | [email protected]