Morrisons Supermarket

Transforming the in-store customer experience.

Contributors

Sector

Retail

Organisation

Morrisons Supermarket

130,000

Focus

Branded service experience

The challenge

Strategic shift to improve the in-store service experience 
Part of three experimental ‘lab’ store approaches to lift brand experience
Greater emphasis on ‘Natural’ service leading to improved sales

Our approach

Engagement of store and area executive to co-create a natural ‘Morrisons’ experience 
Develop and deliver a programme of engagement for ‘lab’ store leaders and staff 
Coach and develop store leaders 
Monitoring and measure approach alongside control stores 
Provision of roll-out recommendations

No items found.

The results

Basket spend increased by 5%

Customer engagement up 26%

Abseteeism down 32%

Labour turnover down 49%

Employee engagement up 15%

Excited by what we've achieved?

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Morrisons Supermarket

Contributors

Sector

Organisation

Focus

The challenge

Our approach

The results

Basket spend increased by 5%

Customer engagement up 26%

Abseteeism down 32%

Labour turnover down 49%

Employee engagement up 15%

Excited by what we've achieved?

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