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Retail Technology, Retail technology News

BANK gets staff back into the 'Passion for Fashion'

Friday December 11 2009

BANK, the leading High Street fashion retailer owned by the JD Sports Fashion Group, has appointed Retail Eyes, specialists in customer experience improvement in the retail, leisure and hospitality sector, to inject some passion and fun back into the way staff engage with customers.  

BANK, the leading High Street fashion retailer owned by the JD Sports Fashion Group, has appointed Retail Eyes, specialists in customer experience improvement in the retail, leisure and hospitality sector, to inject some passion and fun back into the way staff engage with customers.

 

After Retail Eyes implemented a successful customer experience programme for JD Sports Fashion, the Group turned to the customer experience specialist to design a programme for BANK that drives greater interaction between staff and customers and encourage staff to share their 'passion for fashion'.

 

Retail Eyes designed the 'Passion For Fashion' programme to be unique to BANK's needs. The programme, which targets all-round customer experience according to the specialist, goes beyond just mystery shopping and has been rolled out across 59 stores in the UK.

 

Chris Rowan, head of retail for BANK commented: "We needed a company that understood our business, our customers and knew what makes our staff tick. Retail Eyes was our first choice of partner. They've already worked with us in delivering successful customer experience programmes for JD Sports Fashion and their passion and creativity is exactly what we needed to inject back into our customer service."

 

Retail Eyes kicked off the programme with a national 'Passion For Fashion' roadshow to brief all staff across all stores to deliver training and advice on how to effectively engage with customers to improve their shopping experience.

 

This was followed by two mystery shopping visits per quarter to every store. After only three waves of mystery shopping visits, BANK has already seen a 6% improvement in overall customer service scores to 81%.

 

Retail Eye's proprietary web-based reporting tool gives BANK access to real-time results and professional advice to help make quick improvements to customer service. Reports deliver data analysis with actionable strategies and are emailed over to BANK and available as an online reader-centric report.

 

Rowan added: "We're delighted with the results of the programme so far. Our staff are more enthused and motivated, which in turn ensures our customers are getting a much better experience upon each store visit."

 

www.retaileyes.co.uk