Boosting global furniture brand’s sales performance through digital and human-led learning experiences
50% increase in average order value for central Europe in the 12 weeks post training.
An average of 5% sales conversion increase across the 13 countries to date that have fully implemented the programme (YOY).
Taking NPS from 15 – 58 for North America sales teams.
Overview
We had been working with one of the largest global furniture retail brands on many projects for two years, all to help them with one clear goal: develop stronger sales, service and customer experience (CX) outcomes in both their retail and contact centre teams.
Over the last few years customers’ shopping habits and expectations have significantly shifted to be more focused on digital channels. A selection of the client’s contact centre agents had limited and varied experience in sales conversations over voice, chat and email meaning they were missing the opportunities to promote growth. Having identified the gaps in their CX delivery, they needed support in actioning real change within their sales teams – and that’s where we stepped in to help.
Approach
To discover the right solution for their brand and contact centre culture, we collaborated with the client’s teams internationally to carry out cross-cultural focus groups, review any existing material to support their learners, and conduct stakeholder interviews. No stone was left unturned in our approach. We wanted to ensure we understood all corners of the business, from operational insights to the wider objectives. And from there we were able to create a learning strategy which would improve and evolve the retailer’s sales capability.
Davies developed a blended learning approach, consisting of multiple digital and virtually delivered human-led learning, with a range of supporting tools for the leaders to keep the learning alive for years to come. One of the ways we did this was to support the retailer in a shift to a “sales through service” tactic when connected with customers over digital channels, changing the way they interacted with customers to promote their services.
Results
We provided the furniture retailer with a 16-hour, transformational curriculum of lean and impactful training designed for the core section of the business with more bespoke modules added on to contextualise that learning into individual specialisms for those that needed it. These sessions are now included in the retailer’s onboarding programs for all new starters in their contact centres, across 31 countries.
In terms of numbers of learners, we have seen 1,491 completions of the programme for increasing sales through service. And our bespoke digital and non mandatory micro modules have been supporting the development of 3,500 learners globally, leading to positive outcomes and creating a curious culture of learning.
We were also thrilled to hear that the learning experiences we created were positively received by employees with and average of 97% learner satisfaction for the human-led team leader session, 95% learner satisfaction on all digital modules and 90% learner satisfaction on human-led, virtual learning.
Our learning methods included:
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