Our results: Briscoe Group

Contributors

Sector

Retail

Organisation

Briscoes Group

1800 employees

New Zealand

Focus

Branded Customer Experience

The challenge

Improve store standards and performance without adding cost
Develop and deploy an in-store retail sales and service system
Differentiated customer experience across the Briscoes Homeware, Rebel Sports and, Living & Giving brands
Establish consistent routines and practices throughout the store network
Build management and leadership capability

Our approach

Lab store approach to design and test the WIN service framework across three sites
Embed team routines for continuous improvement of the customer experience
Coach and develop lab-store group
Scale WIN across all store sites using a peer-led deployment model
Provide digital platform for collaboration and knowledge sharing
Establish management development programme for all store management

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ON-Brand’s approach has created momentum from the outset and we have successfully created a new way of doing business.

Craig Robertson

GM Operations

Briscoe Group

The results

Higher customer satisfaction and consistency measures across stores

Increased average basket spend and total sales

Improved marketing and promotional execution

Increased employee engagement and reduced staff turnover

Improved leadership capability

NPAT improved 55% to $31m over the 3 years of the programme

Excited by what we've achieved?

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