Store checking

Evaluate set of competencies, from store management, engagement, visual merchandise to brand & product knowledge. Obtain feedback from employees on daily operations and challenges. Build action plans to address and resolve each store’s current needs. Track development through regular checking.

Store evaluation

Evaluate in-store performance. Benchmark capabilities with brand guidelines and shopper expectations. Identify store’s strengths and weaknesses. Track commonalities / differences by organizational level (e.g. region, country, store). Build action plans to target areas of improvement at each level. With random visits, store evaluation reflects your actual retail performance and quality of service.

Staff evaluation

Evaluate individual in-store performance. Benchmark capabilities with brand guidelines and shopper expectations. Identify staff’s strengths and weaknesses. Track commonalities / differences by organizational level (e.g. region, country, store, staff). Build action plans to target areas of improvement at each level.
In-depth analysis of an assessment of each of your shop team. At a store level, staff evaluation analyses each staff member performance to build your training and coaching programs.

Benchmark

Benchmark service and selling capabilities of selected stores against key competitors. Build competitor intelligence on store guidelines and competencies. Pinpoint competitive strengths and weaknesses, identify the best practices. Build action plans to address your needs and differentiate from your competitors.

Omni-channel analysis

Evaluate full customer experience, through three interrelated channels: online, in-store and aftersales. Analyze shopper’s path of purchase – identify strengths & areas of improvement per channel. Analyze cross-channel consistency – how online, in-store and aftersales interact with one another to provide a seamless experience. Benchmark shoppers’ willingness to purchase and willingness to recommend the brand (NPS) throughout the omni-channel journey.

After sales service program

Evaluate your aftersales service capability to answer, reassure and find solutions to shoppers’ concerns. Measure clients’ satisfaction through various touch points – e.g. in-store, phone, email. Pinpoint your brand’s strengths and weaknesses. Build action plans to address and resolve current challenges

Qualitative interview

As an extension of MSP, qualitative interviews delve deeper into shoppers’ motivations and preferences. Interviews not only examine speech but also shoppers’ emotional and non-verbal responses (e.g. tone, body language) and determine shoppers’ true needs and underlying preferences. Combined with MSP results, we build action plans to address brand and staff/store needs.

Focus group

As an extension of MSP or as a stand-alone service, focus group delve deeper into shoppers’ expectations to better understand the full customer experience. Devise a topic for discussion, get insights from a representative group of shoppers and develop clear and actionable strategies.

How to enhance your new talent?

Background

A talent induction, training and assessment program was needed for a leading global luxury group, to cater to its high volumes of new recruits on a regular basis. With a strong philosophy of excellence, tradition and prestige, the luxury group required a trusted specialist that could provide each recruit with the industry skills and knowledge to become true brand ambassadors. The challenge lied in not only assessing each individual staff, but ensuring all talent met the luxury group's needs, before their deployment into their respective brands.

Solution & Approach

Understanding the luxury group's strive for excellence, ACDL developed training modules that encompassed all aspects of luxury - from luxury lifestyle and history, local market dynamics, through to selling and service skillsets. To guarantee accountability and adaptability to these programs, ACDL also designed and implemented a mystery shopping evaluation program that assessed each staff's performance in their respective boutiques. With each assessment, ACDL delivered detailed analysis and recommendation to ensure the ambassador's continuous learning and development.

The Result

For four years, ACDL has partnered with this leading group to provide training development, training delivery and mystery shopping evaluation for over 400 new recruits, with the program's success leading to further expansion and deployment to other Asian markets. Based on our trusted partnership, our training modules, assessment frameworks and processes are continuously adapted and enhanced to fulfill our client's ongoing needs.

How to deliver the best service at your point of sale?

Background

A leading skincare & cosmetics brand prides itself in being the top skincare expert with innovative products and unique consultations. The brand required shop-floor insights, across their APAC market, to evaluate their staff performance, assess their selling strategy effectiveness and obtain greater competitor intelligence to understand their consumer preferences and point of difference.

Solution & Approach

ACDL designed a completely customized mystery shopping and competitor benchmark program that highlighted the brand's unique selling strategy and targeted their key concerns. Insights into best practices and analysis of under/outperforming regions were then promptly delivered through each level of the organization (counter, province, country and region level). To test new processes in the consumer's experience, ACDL also developed PILOT programs in key markets to evaluate its effectiveness and traction, before wider implementation across the region.

The Result

For three years, ACDL has worked in partnership with this global brand on mystery shopping, competitor benchmarking and consumer research, dedicated to APAC region. Our results are used as a key metric for individual staff's KPI performance, with our recommendations incorporated into the brand's internal training and coaching, to improve consumer experience, point of sales and brand loyalty.