Customer Driven Training:

Building a Customer-Centric Culture

Identify the line of sight between the store and the organization vision and goals relating to the customer

Gain an understanding of a unified customer view, and how we can and must implement customer promises for a consistent experience
Monitor progress and alignment, distinguish between Lead and Lag metrics for proactive improvements
Identify and align with key shopping missions that drive behaviour and adapt offerings to support primary in-store motivations
Understand how data supports Key Value Items (KVI) and Key Competitor Items (KCI) to manage price sensitivity and application of price elasticity and category roles for optimal pricing architecture

Understand store clusters (Value, Market, Premium) to align with customer needs, gain insights on what to do to ensure department layout and team alignment support diverse customer experiences

Foster a culture of empathy and open communication around customer needs and capture insights on utilising CPT to drive continuous improvement
Develop a strategic action plan using customer insights and team feedback.
Create initiatives for continuous improvement to keep the department customer-centric.

Training Formats: 1-day and 2-day face-to-face workshops

Levels: From Department Manager/2IC’s (Fundamentals) to Prospective/Current Store Owner (Advanced)

Enquire about training for your team today.