Page 2 - Customer Journey Training Guide

CUSTOMER JOURNEY

Trainer: Review the entire Customer Journey with the trainee. Explain the points below:

OMNI SALES LEADER (OSL)

The OSL contributes to the customer journey
because they lead the omni channel experience.
They orchestrate how and when everything gets
done and what the focuses are.

The OSL has accountability and ownership
to direct, coach in-the-moment on all
observations, including both successes and
opportunities.

SOCIAL MEDIA

Many customers pre-shop our website before visiting the store and/or have seen our product
on social media. The OSL is expected to have full knowledge of our current marketing and
social media campaigns so that they have a complete view of our offering and assortment
both online and in store. They must ensure that all staff get that knowledge at the start of
their shift so they can help the customer and answer any questions.

NPS

The Net Promoter Score (NPS) is a rating given to us by customers after they have shopped in-store. A survey is
sent to all customers the day after their purchase, asking them to rate their experience. Review the NPS Tracker/
Purchase Tracker 2021 document that can be found on RCL Forum. Leverage this tool to identify behaviours that
need to be adjusted or celebrated.

CRM

We acquire customer information (e-mail address) in order to communicate
with the customer. We must ask every customer for their e-mail address!

VIRTUAL INVENTORY

We offer the option of placing orders through our virtual inventory system so we can
provide the full selection of our products and convenience to our customers.

Refer to modules in the onboarding program for additional information. October 2021