Right team, right skills, right now

We assisted this British-based global online fashion and cosmetic retailer, aimed at 20-somethings, to upskill its managerial capability to drive customer experience.

FTE Asosers
1000 +
Delegate advocacy
0 %
Delivery days over 4 months
“The session was BRILLIANT. So helpful, I can’t wait for advisors to get stuck in too.”

Customer Service Director

The challenge

Having experienced significant growth, this massively successful digital business recognised they needed to identify and fill learning gaps to sustain commercial return alongside the infrastructure upgrade they were implementing.

Driven by customer obsessed values and with peak season fast approaching, the focus was on improving CX and TNPS (customer satisfaction) by introducing skills and mindsets to uplift these metrics across all channels.

The solution

To achieve maximum impact at pace, the focus was on elevating team manager skills coaching capability to drive customer experience alongside a bespoke 1.5 day upskill for advisors.

The Connect programme was complemented with pragmatic, brand aligned resources for supporting both managers and advisors embed learning.

Following delivery of the first tranche in English, ASOS recommissioned us to work with their language teams to translate learning into 4 other languages for their international teams to deliver content via a Train-the-Trainer.

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