As the market leader in Health & Beauty in the Netherlands and Belgium, with 1,300 stores and 25,000 employees, a leading company wanted to further motivate and activate its store teams. With a strong discount formula and a loyal customer base, the company focused on improving the customer experience through an innovative motivation and activation program.
Approach
We developed a motivation and activation program that gave form and substance to sprints, working with store personnel, commerce, operations, MarCom and HR. This program was fully aligned with the strategic pillars of the organization. To increase engagement among the 13,000 store associates in 1,300 stores, we launched a series of hands-on challenges via internal media. These challenges were designed to encourage bottom-up initiatives and challenge employees to actively participate. We also worked with area and district management, store managers and Crew Captains to organize the challenges, with enthusiastic employees serving as the first point of contact.
Results
The program led to a significant improvement in customer experience and customer satisfaction. There was a noticeable increase in enthusiasm and commitment on the store floor and at headquarters. The organization’s strategic spearheads were firmly established and more room was created for bottom-up initiatives, which stimulated ownership in the stores. For new employees, the work experience became even more attractive, and it became clearer that working at this organization is not only valuable but also enjoyable.
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