Client A: Global leader in healthy lifestyle products
Brief: Creating a Remarkable Customer Experience

Bootstrap was engaged to create a remarkable customer experience with the aim of transforming a buyer into a lifetime customer.

We started the project by seeking to understand how the organisation operates through interviews with key personnel and the sales team from its local and overseas counterparts. Mystery-shopping audits and customer focus group studies were conducted to understand the prevailing level of service standards.

Thereafter, we brainstormed with the client to develop a service intent, a promise that the client makes to its customers, which would be used as a guiding principle and benchmark to align and measure everyone’s approach towards internal and external customers.

The next step was to put together a solution package to address the current performance gaps. Throughout the curriculum design phase, we worked closely with key personnel to ensure that the solution was authentic to the company culture and met the targets set.

Client B: Retailer and distributor of international luxury and fashion lifestyle brands in Asia
Brief: Providing Customised Training Solutions

Our client aimed to increase sales by 10% through equipping their sales consultant with the knowledge and skills so that they could provide fashion advice to customers. With this aim in mind, Bootstrap designed the training materials in a way that could bring out that increase in sales, as well as obtained accreditation from the Singapore Workforce Development Agency so that the client could enjoy funding support for future training classes.

As a retailer and distributor of several international brands, we worked closely with the various brand managers in order to understand their products and brands. We also went to the stores to interview sales consultants to survey their concerns in providing fashion advice to customers so that we could address these concerns in the training materials.

Although the scope of the project was to design the curriculum and help the client obtain accreditation from WDA, Bootstrap went the extra mile by pilot testing the materials and offering another round of revisions before calling an end to the project.