Passionate, experienced, innovative and tireless

We have been proud to work with Sainsbury’s on developing their customer service experience.

Sainsbury’s operate in an aggressive and increasingly commoditised market place. They understood that to gain and retain the competitive edge they would need to deliver a customer service experience unrivalled in the retail sector.

Our research backed this up. The difference for customers between good and excellent always came down to service.

We developed an immersion programme for regional and store managers to understand the importance of this by placing it within both the human and commercial context. We also developed the tools for them to return to stores and pass this shift in emphasis on to their colleagues. Crucially, we also developed wide avenues through the business to enable conversations between colleagues and the board; colleagues and managers and so on. In doing this, we know that new ideas are sparked, developed and delivered throughout the organisation.

And the results......pop into Sainsbury’s and experience for yourself!