When shoppers are making high value electronics purchasing decisions, latest consumer behaviour research confirms that 'knowledgeable retail staff' is a key factor.This is where our field marketing team for our global consumer electronics client comes in: to influence and enhance the shoppers' journey. The overarching program objective is to improve the retail PC purchasing experience by deploying brand evangelists that help amplify retail campaigns and assist customers in purchasing a device that will enhance their lives.
To meet consumers' expectations, not only are our client's in-field evangelists expected to be product subject matter experts across the entire brand's ecosystem, additionally they need to be equipped with the art of storytelling.To arm them with the right tools and knowledge, we recognised that introducing technology simply wasn't enough. In order to drive loyalty through brand-led conversations, our approach focused on people, culture, and processes.
Focusing on our people, culture and processes has enabled critical evolution for our program.KPIs & sales continue to be exceeded. Each year the team manages over 180,000 customer interactions and 120,000 demonstrations; whereby 1 in 4 demonstrations end in a sale.
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