Andy Morrison

Tile Giant needed to adapt from a product driven, transactional, relationship with their customers to a more supported and assisted sale, thus a greater emphasis on customer experience.

This strategy provided a significant growth opportunity but also presented great challenges as their store staff were passive and reactive, knowledgeable in products, but not used to approaching and engaging customers into conversations, and selling solutions.

We delivered a transformation programme enabling them to:

• Understand the customer journey and ‘Omni channel’ experience
• Build a sales competency framework to better understand ‘good’ and ‘great’ behaviours
• Better engage with customers and build rapport, relationships and trust
• Apply a consistent customer experience from multi-touch points
• Explore needs and build tailored solutions for the customers
• Develop in-house training and coaching skills to continue to embed the process, methodologies and behaviours.

ROI & Outcomes:

• 22% YoY growth in year 1
• Increase in ATV and Conversion
• Reduce staff turnover
• Increase customer satisfaction to 97%