We went down a rabbit hole.
And created something magical.
When Vision Express needed to engage store managers and colleagues with a re-imagined
customer journey, we had to pull something special out of the hat.
CASE STUDY: VISION EXPRESS
An idea hack rabbit hole that was so brilliant, we stayed down there.
Forget Alice, say hi to Annie in Wonderland and an immersive, experiential workshop to transform the customer journey with our friends at Vision Express.
Be careful... the door to the Escape Room will be locked in 10...9...8...7...
Read on to find out exactly what we were asked to deliver, and what we achieved from 'Annie in Wonderland'.
2 day
all colleague programme
2 day
manager programme
60
minute immersive escape room
trainer
upskill delivered over 5 days
When a client gets let down by an existing supplier, it means the clock is already ticking to deliver.
When there is a need to test and launch an entirely new customer journey in store - there's lots of 'unlearning' to consider too,.
We were set the challenge to bring the new customer service journey to life with engaging and experiential training for every store colleague.
There was going to be a need to engage retail store management teams to embed those changes and coach colleagues at every step.
So the A8 team got to work.
We undertook a complete Discover and Explore stage with focus groups, stakeholder interviews, and desk-based research - to immerse ourselves into the brand and culture at Vision Express.
We adopted their language and started to craft the final participant experience, safe in the knowledge that we'd put the work in to truly understand the company, the brand, the culture and what would engage their people brilliantly.
We needed to deliver an activity-led training session over the course of two-days that introduced the new customer journey to colleagues and embedded the confidence to deliver from the imminent live day in store.
We needed two days for managers too - equipping them with the skills they needed to support the transformation of the customer journey with their teams.
The results?
An immersive, experiential, expertly designed workshop that unleashed the customer journey for colleagues - Escape Room included.
A 2-day supporting manager workshop focussing on coaching, training and embedding the new elements of customer service.
A 4-day 'Train The Trainer' experience to sustain the delivery of the experiences after the A8 handover - exploring essential facilitation skills, building confidence and maintaining the integrity of the programme.
Topped off with a stunning learning environment and creative learning tools... and LOTS of fun.
The value of the programme was proven after the first pilot store experienced the training and implemented the new customer journey - with an immediate uplift in sales and revenue.
We're obsessed with making the world of work better - and we're brilliant at it.
We know how to engage - and we get to the point quickly.
Our enquiry form is no different - to the point without loads of questions!
Get in touch with us to find out more about what we do in the fields of:
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Onboarding and induction
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Leadership and managment
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Customer Service
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Employee Engagement
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Behavioural Profiling
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Transformation and change
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Team effectiveness
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Digital transformation
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eLearning Design
and so much more...
We will get back to you within 24 hours.