1. Discovery - Diagnosing the Root Cause:

• Established a dedicated CX task force, integrating expertise from both back-end processes and in-store experiences.

• Executed a deep dive into the prevailing customer journey, meticulously spotlighting friction points from a customer-centric vantage point.

• Isolated pivotal challenges: The sales personnel exhibited limited proficiency in cross-selling and link-selling, and there was a glaring deficit in effective on-the-ground coaching.

2. Design - Crafting a Refined Customer Experience:

• Leveraged competitive benchmarking to ascertain best practices and initiated brainstorming sessions to craft solutions tailored to the brand's ethos.

• Innovated with a 'beauty quiz', a tool facilitating beauty advisors in cultivating a more personalized, consultative sales dialogue.

• The quiz was co-created, tested, and fine-tuned with indispensable inputs from internal stakeholders and customer feedback.

• Mapped out a holistic, intuitive customer journey that equipped advisors with a strategic pathway, right from initiating a customer interaction to ensuring their content departure.

3. Delivery - Implementing the Vision:

• Crafted a succinct action checklist, a foundational guide for training endeavors.

• In tandem with the training unit, designed an immersive sales and service training regimen.

• Championed a rigorous 'Train the Trainer' workshop for national-level trainers, ensuring consistency and excellence in service delivery.

• The reimagined service experience was swiftly integrated across stores within a mere month. New hires were now privy to a comprehensive induction module, and the field coaching mechanism was robustly reinforced.

• By anchoring the initiative with well-defined KPIs, the endeavor bore fruit: a remarkable 3X enhancement in average basket size within the inaugural month.