The Kooples increases NPS across its stores with SPARTED
A need to improve the in-store customer experience
The Kooples, a fashion house with a strong personality, aimed to improve the customer experience in its 280 shops across Europe by: 1) Sharing its strong brand culture to its retail team, 2) Reinforcing the sense of belonging and reducing turnover, as well as 3) Improving the expertise of sales advisors.
They have implemented SPARTED's mobile learning
Step 1
Content preparation
With the help of SPARTED and its partners, The Kooples has designed a training programme around 3 major pedagogical axes: the sales ceremony, the products and the inspirations of the collections.
Step 2
Solution deployment
With campaigns coordinated with the collection schedule, The Kooples first engaged its distribution network in France, then in the UK, the US, Switzerland, Spain and many other European countries.
Step 3
Progress monitoring
By tracking analytics, sending surveys and linking to NPS measured in-store, The Kooples was able to demonstrate the impact of a gamified learning experience on the customer experience.
The results they achieved
91%
players satisfied with the solution
86%
learners having a better mastery of their role
69%
long-term knowledge acquisition
Testimonial
What they throught about it
"Comparing the NPS per shop and the training results per employee, we can see that sales advisors who train on the TK Academy app are participating in increasing the NPS of their shop!"
Lise Delon
Retail Training Project Manager
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