From Client Experience Engineering to Learning & Development initiatives, a review of the ways we can optimise a brand affinity and performance
CLIENT EXPERIENCE ENGINEERING
Over the past 10 years we have helped brands not only optimise their client experience, but have truly engineered the experience to promote brand values and build brand affinity. Our CX projects span a range of industries including fashion, beauty, and hospitality. Cases Studies
From analysing mystery shop and NPS data to developing performance review cycles and KPI management, we work with brands and retailers to construct performance focused teams.
Driving long term client relationships is at the heart of our vocation of delivering tailored Client Experiences, By working in tandem with Client Loyalty teams, we develop client experiences which integrate clienteling across all in-store and omni-channel touchpoint to create an organic and brand fortifying experience for consumers.
Working in tandem with existing L&D strategies or developing unique content, we can develop mobile-friendly content to improve the learning experience as well as optimise learner engagement. Content can be built SCORM compliant to integrate into existing platforms or can be developed as a fully bespoke end-to-end Learning Management System.
Whether it is designed for a new product launch, training ephemeral sales advisors for a pop-up, or optimising an existing sales team’s selling and clienteling skills, content development is what drives performance and purpose-built retail excellence strategy. Using a blend of core modules, nano-learnings, and other platforms such as video and social learning, DELAMARCA can build meaningful content including: Client Experience, Clienteling, Optimised Communications, Personal Development & Professional Intelligence, Performance Management, Selling Skills, or key managerial development initiatives.
Through blended learning and by creating workshops and classroom facilitations designed to encourage engagement, DELAMARCA specialises in deploying face-to-face training sessions that not only optimise team performance but also develops frontline and managerial teams. These sessions are a cornerstone of our learning and development philosophy and have been adapted to the recent need of distance or virtual sessions as well as traditional classroom based training & shop floor coaching.
LEADERSHIP & MANAGEMENT
Providing managers and C-level stakeholders with the essential skills to not only manage their teams but lead them in inspirational and visionary ways through group workshops and 1-2-1 coaching. Core themes include train-the-trainer, delivering feedback, performance management, championing change, and transformational leadership.
The underlying success to the Retail Excellence lies in its ability to analysis and appraise learners ability to retain and apply the learning objectives of each core module and training session. By linking Client Experience competencies to individual learner profiles and career paths, DELAMARCA can not only improve retail performance, but also develop individual productivity and incubate talent.
Integral to building and developing a well-rounded luxury sales team is recruiting and retaining great talent. With a focus on international sourcing and talent screening through interview and facilitating brand appropriate assessment centres, DELAMARCA can support brands by identifying operational and personal competencies whilst assisting HR Business Partners to build sales teams that have the knowledge, skills, and attitude needed to construct client experiences that reflect the brand vision.