- Joined
- Jan 25, 2010
- Messages
- 3,017
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- 48
Hansard is finally out. The following is Mr HutLander on how we can improve productivity:
Triumph is a company that sells undergarments for women. We have a Learning Journey to Triumph because Triumph is an active participant of Customer Centric Initiative (CCI). We asked Triumph, "what are you trying do?" They said, "Under CCI, our main purpose is to keep the customer happy so that we can sell more, so that we can improve the productivity of our service staff." And they observe that women like to look good and feel good but they take a long time to make up their mind. They look at the items that come in many colours. They are not so sure which will look better, when the lights are bright and when the lights are not so bright. Triumph decided that one way to help the women make up their minds faster is to have six different moods of lighting in the changing room. The women inside the changing room can try the items under the different mood of lighting. And true enough, Triumph found that the customer actually made faster decision.
Secondly, Triumph realised that sometimes if the husband and wife come together, they make an even faster decision. So, Triumph converted the changing room to a couple changing room. The husband and the wife can go in together so that they can decide. Later on, Triumph discovered that, yes, when the wife is accompanied by the husband, they make a faster purchase, but if the husband comes alone, he makes the purchase even faster. So, what Triumph did was -- if I am not wrong -- once a month, Triumph sets aside a day just for the men. The men will come once a month to buy these items to surprise their loved ones. As a result, sales went up. This is a very good illustration.
Triumph is a company that sells undergarments for women. We have a Learning Journey to Triumph because Triumph is an active participant of Customer Centric Initiative (CCI). We asked Triumph, "what are you trying do?" They said, "Under CCI, our main purpose is to keep the customer happy so that we can sell more, so that we can improve the productivity of our service staff." And they observe that women like to look good and feel good but they take a long time to make up their mind. They look at the items that come in many colours. They are not so sure which will look better, when the lights are bright and when the lights are not so bright. Triumph decided that one way to help the women make up their minds faster is to have six different moods of lighting in the changing room. The women inside the changing room can try the items under the different mood of lighting. And true enough, Triumph found that the customer actually made faster decision.
Secondly, Triumph realised that sometimes if the husband and wife come together, they make an even faster decision. So, Triumph converted the changing room to a couple changing room. The husband and the wife can go in together so that they can decide. Later on, Triumph discovered that, yes, when the wife is accompanied by the husband, they make a faster purchase, but if the husband comes alone, he makes the purchase even faster. So, what Triumph did was -- if I am not wrong -- once a month, Triumph sets aside a day just for the men. The men will come once a month to buy these items to surprise their loved ones. As a result, sales went up. This is a very good illustration.
