Challenge
Amid increasing competitor activity, Nespresso needed to achieve greater results within existing budgets. Customer registration and membership growth were key priorities, along with maintaining consistently high mystery shopping scores across all stores.
Solution
We conducted detailed store analysis to align rosters with locations offering the highest customer foot traffic. The Creative Activation Customer Experience team carried out national mystery shopping to benchmark and coach staff performance. Targeted training and ongoing development programs lifted engagement and field capability across every site.
