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BANK appoints Retail Eyes to get staff back into the ‘Passion for Fashion’
1 October 2009
BANK appoints Retail Eyes to get staff back into the ‘Passion for Fashion’ BANK, the leading high street fashion retailer owned by the JD Sports Fashion Group, has appointed Retail Eyes, specialists in customer experience improvement in the retail, leisure and hospitality sector, to inject some passion and fun back into the way staff engage with customers.
After Retail Eyes implemented a successful customer experience programme for JD Sports Fashion, the Group turned to the customer experience specialist to design a programme for BANK that drives greater interaction between staff and customers and encourage staff to share their ‘passion for fashion’.
Retail Eyes designed ‘Passion For Fashion’ unique to BANK’s needs. The programme, which is an all round customer experience programme that goes beyond just mystery shopping, has been rolled out across 59 stores in the UK.
Chris Rowan, Head of Retail for BANK comments, “We needed a company that understood our business, our customers and knew what makes our staff tick. Retail Eyes was our first choice of partner. They’ve already worked with us in delivering successful customer experience programmes for JD Sports Fashion and their passion and creativity is exactly what we needed to inject back into our customer service.”
Retail Eyes kicked off the programme with a national ‘Passion For Fashion’ roadshow to brief all staff across all stores to deliver training and advice on how to effectively engage with customers to improve their shopping experience.
This was followed by two mystery shopping visits per quarter to every store. After only three waves of mystery shopping visits, BANK has already seen a six percent improvement in overall customer service scores to 81 percent.
Retail Eyes' unique and proprietary web-based reporting tool gives BANK access to real-time results and professional advice to help make quick improvements to customer service. Reports deliver data analysis with actionable strategies and are emailed over to BANK and available as a reader-centric report online 24/7/365.
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Chris Rowan continues, “We’re delighted with the results of the programme so far. Our staff are more enthused and motivated, which in turn ensures our customers are getting a much better experience upon each store visit.”
Tim Ogle, CEO of Retail Eyes, adds, “We’ve taken our learnings from the JD Sport programme coupled with our extensive experience in the retail industry to deliver a fun, engaging and motivational programme that delivers professional advice and support throughout the customer experience journey. Customer interaction is not only important to increase average spend per visit but can help improve customer loyalty and staff retention, which are ultimately all ways that can impact on the bottom line.
“We’re delighted with the results of ‘Passion For Fashion’ and we look forward to continuing to work closely with BANK and JD Sports Fashion Group.”
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About Retail Eyes
Launched in the UK in 2003, Retail Eyes is the leading provider of customer experience improvement programmes. The company offers bespoke solutions to improve the customer experience of its clients through a portfolio of high quality services that include mystery shopping, retail audits and online customer surveys. The company works with 85 of the UK’s leading retailers, brands and leisure & hospitality providers, undertaking around 200,000 mystery visits a year (16,500 per month) throughout the UK.
Retail Eyes’ clients include HMV, O2, William Hill, BAA, Intercontinental Hotel Group (IHG), JD Sports Fashion plc, Pret a Manger, Lloyds pharmacy, Subway, Thomas Cook, JD Wetherspoon and !nBev. Retail Eyes was ranked 27th in Marketing’s market research league table in 2009 and 57th in the 2009 Sunday Times Tech Track 100 fastest-growing technology companies.
Retail Eyes combines world beating technology with an innovative approach to deliver customer service improvement programmes to clients across a variety of sectors. For more information about Retail Eyes and its unique customer experience improvement programmes please visit www.retaileyes.co.uk
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