serving britain’s shoppers a little better every day€¦ · • create a team of passionate...
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Reimagining the ‘Final Mile’ Customer Experience
Serving Britain’s shoppers a little better
every day
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The OpportunityReimagining The Final Mile
Colleagueskeeping promises
for customers
Organisationsmaking promises
to customers CustomerEnvironment
Advertising
CustomerSurveys
CustomerManagement
CorporateIdentity
Promotions
LoyaltyProgrammes
Services
Products
Recruitment
Learning andDevelopment
Retention
PersonalService
9Colleague
Devices / WorkEnvironment
10
ColleagueEngagement
Activity
8
Performance& Talent
Management
7
E.V.P.Reward &
Recognition
65
LeadershipDevelopment
4
OnBoarding
3
Attraction
1
SelectionProcess
2
CustomerExperience
Training
RecoverBrilliantly
Service Standards/Behaviours
Tesco Delivery Drivers are welcome and trusted in my home
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Our Approach
CUSTOMER FOCUS GROUPS
ROUND TABLE DISCUSSIONS AND FOCUS GROUPS WITH MANAGERS, TEAM SUPPORT, CDAS, PERSONNEL AND RECRUITMENT
INTERVIEWS WITH KEY STAKEHOLDERS
BEST-IN-CLASS AND COMPETITOR ANALYSIS
EXTENSIVE DESK-BASED RESEARCH
Reimagining The Final Mile
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The Solution
• Create a team of passionate Tesco brand ambassadors on the doorstep
• Ensure they know what matters most to customers
• Give them skills and behaviours to deliver great service and build brand loyalty
• Reinforce the link between employee engagement and customer loyalty
• Know how to inspire the delivery of iconic friendly and helpful service
• Have the skills to create a Great Place to Work
Learning Approach
• Adult, brain and heart friendly learning
• Eight intelligences, NLP and Heart Math approaches
• Relevant, practical and actionable
Delivering Our Best
• Three hour immersive sessions
• Understand and empathise with the customers emotional journey
• Learn techniques to build positive and lasting customer engagement
• Build pride in the role
Leading Our Best
• One day workshop
• High impact workouts on delivering authentic, engaging leadership to remote teams
• Skills practice, peer coaching, real time feedback
• Toolkit of practical techniques to sustain momentum at work
DELIVERING OUR BEST SERVICE
LEADING OUR BEST SERVICE
Reimagining The Final Mile
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Improved competitor position
The Impact
“I hadn’t realised just how important I was to the overall view customers have
of Tesco – I feel so proud of what me and the guys do now – can’t wait to get out
there.” – CDA London
“You can feel the difference when you walk into the centre – the interactions
between my managers and their teams are the best they’ve ever been... and our
KPIs are through the roof.” – DotCom Manager, The Midlands
“I thought the initial results were a one-off halo affect... but quarter after quarter the good news just keeps coming – this is
a really impressive result for us.” – Senior Stakeholder WGC
Reimagining The Final Mile
Significant improvement in colleague connectivity
Highest customer satisfaction on record for Driver helpfulness
Significant reduction in customer complaints
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Next StepsReimagining The Final Mile
Colleagueskeeping promises
for customers
Organisationsmaking promises
to customers CustomerEnvironment
Advertising
CustomerSurveys
CustomerManagement
CorporateIdentity
Promotions
LoyaltyProgrammes
Services
Products
Recruitment
Learning andDevelopment
Retention
PersonalService
9Colleague
Devices / WorkEnvironment
10
ColleagueEngagement
Activity
8
Performance& Talent
Management
7
E.V.P.Reward &
Recognition
65
LeadershipDevelopment
4
OnBoarding
3
Attraction
1
SelectionProcess
2
CustomerExperience
Training
RecoverBrilliantly
Service Standards/Behaviours
Tesco Delivery Drivers are welcome and trusted in my home
![Page 7: Serving Britain’s shoppers a little better every day€¦ · • Create a team of passionate Tesco brand ambassadors on the doorstep • Ensure they know what matters most to customers](https://reader036.vdocuments.mx/reader036/viewer/2022081613/5fa3b3fc1d2ff30f8746b945/html5/thumbnails/7.jpg)
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T. +44 (0)203 4700 230
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