VIP Recipe
After months of the pandemic, shops reopened their doors to transformed customers. More demanding and more aware, they were no longer just looking to fill their shopping trolleys. They wanted to regain confidence, closeness and a human connection that gave meaning to each visit. For the Match supermarket chain, the challenge went beyond simply resuming business. It was a decisive, almost foundational moment.
How could they reinvent their customer culture to meet these new expectations?
How could they instil in every employee – on the shop floor, at checkout, in logistics and at the head office – the desire and ability to create a profoundly different experience?
Our proposal
Encourage employees to embrace the Customer Culture for immediate action.
How?
By jointly creating the VIP Customer Relationship Recipe to inspire, embody and deliver excellent customer relations: genuine, committed and professional.
Our role
- Creation of a “Core curriculum” training day for all store employees, inspired by the VIP Charter co-created beforehand.
- Delivery of a one-day induction for field representatives (aisle managers)
- Training deployment since 2021 by TAKOMA trainers
- Designing and delivery of specific workshops for the 6 key aisles: Checkout, Butcher counter, Fish counter, Bakery and pastry counter, Fruit and vegetables, Mass consumer goods and Fresh self-service.
