Enhancing Engagement to Drive Sales & Service in a Fortune 125 Retailer

Situation

As a Fortune 125 national merchandiser was undertaking a series of business transformation initiatives to emerge from the economic recession and improve their customer experience and operational efficiency, we were engaged to help assess and ensure that their strong culture of engagement and communication was performing optimally.  We were also tasked to identify innovative and potentially industry-first ways to engage and communicate with their 800+ stores and 165,000+ associates.

Action

We conducted a national assessment that included reviewing business strategy, conducting interviews, and store immersions to understand the current state of communication and engagement within the stores.  Based on the data and our best practices research, we designed and facilitated a brainstorm session for an internal council to identify and prioritize strategies to sustain and improve engagement and communications.

Results

As a result of the workshop, we identified high impact recommendations with a strong likelihood of management support and associate adoption. The client is currently in a rapid-prototyping and measurement phase with the recommendations to target the best solutions to implement throughout their store network.