Reimagining the ‘Final Mile’ Customer Experience

Serving Britain’s shoppers a little better

every day

The OpportunityReimagining The Final Mile

Colleagueskeeping promises

for customers

Organisationsmaking promises

to customers CustomerEnvironment

Advertising

CustomerSurveys

CustomerManagement

CorporateIdentity

Promotions

LoyaltyProgrammes

Services

Products

Recruitment

Learning andDevelopment

Retention

PersonalService

9Colleague

Devices / WorkEnvironment

10

ColleagueEngagement

Activity

8

Performance& Talent

Management

7

E.V.P.Reward &

Recognition

65

LeadershipDevelopment

4

OnBoarding

3

Attraction

1

SelectionProcess

2

CustomerExperience

Training

RecoverBrilliantly

Service Standards/Behaviours

Tesco Delivery Drivers are welcome and trusted in my home

Our Approach

CUSTOMER FOCUS GROUPS

ROUND TABLE DISCUSSIONS AND FOCUS GROUPS WITH MANAGERS, TEAM SUPPORT, CDAS, PERSONNEL AND RECRUITMENT

INTERVIEWS WITH KEY STAKEHOLDERS

BEST-IN-CLASS AND COMPETITOR ANALYSIS

EXTENSIVE DESK-BASED RESEARCH

Reimagining The Final Mile

The Solution

• Create a team of passionate Tesco brand ambassadors on the doorstep

• Ensure they know what matters most to customers

• Give them skills and behaviours to deliver great service and build brand loyalty

• Reinforce the link between employee engagement and customer loyalty

• Know how to inspire the delivery of iconic friendly and helpful service

• Have the skills to create a Great Place to Work

Learning Approach

• Adult, brain and heart friendly learning

• Eight intelligences, NLP and Heart Math approaches

• Relevant, practical and actionable

Delivering Our Best

• Three hour immersive sessions

• Understand and empathise with the customers emotional journey

• Learn techniques to build positive and lasting customer engagement

• Build pride in the role

Leading Our Best

• One day workshop

• High impact workouts on delivering authentic, engaging leadership to remote teams

• Skills practice, peer coaching, real time feedback

• Toolkit of practical techniques to sustain momentum at work

DELIVERING OUR BEST SERVICE

LEADING OUR BEST SERVICE

Reimagining The Final Mile

Improved competitor position

The Impact

“I hadn’t realised just how important I was to the overall view customers have

of Tesco – I feel so proud of what me and the guys do now – can’t wait to get out

there.” – CDA London

“You can feel the difference when you walk into the centre – the interactions

between my managers and their teams are the best they’ve ever been... and our

KPIs are through the roof.” – DotCom Manager, The Midlands

“I thought the initial results were a one-off halo affect... but quarter after quarter the good news just keeps coming – this is

a really impressive result for us.” – Senior Stakeholder WGC

Reimagining The Final Mile

Significant improvement in colleague connectivity

Highest customer satisfaction on record for Driver helpfulness

Significant reduction in customer complaints

Next StepsReimagining The Final Mile

Colleagueskeeping promises

for customers

Organisationsmaking promises

to customers CustomerEnvironment

Advertising

CustomerSurveys

CustomerManagement

CorporateIdentity

Promotions

LoyaltyProgrammes

Services

Products

Recruitment

Learning andDevelopment

Retention

PersonalService

9Colleague

Devices / WorkEnvironment

10

ColleagueEngagement

Activity

8

Performance& Talent

Management

7

E.V.P.Reward &

Recognition

65

LeadershipDevelopment

4

OnBoarding

3

Attraction

1

SelectionProcess

2

CustomerExperience

Training

RecoverBrilliantly

Service Standards/Behaviours

Tesco Delivery Drivers are welcome and trusted in my home

75 Wells Street – 2nd Floor London W1T 3QH United Kingdom

T. +44 (0)203 4700 230

nkd.co.uk | hello@nkd.co.uk