Case Study:

Service consulting and training for a leading wine retailer


Recently merged with an online retailer

Vision to create an engaging customer service experience

Employees struggled to uncover customer missions thus not maximising sales


Leading wine specialist with 211 stores across the UK and 450 employees


Insight-driven training experience which would bring to life the customer journey with stores

Information gathered through scenario-led mystery shops, one-to-one interviews with store colleagues and in-store observations

Insights synthesised and fed back to working party consisting of head office and store managers

Idea generation session with store colleagues facilitated, focused on what a successful training intervention would look like

The Results...

12 ‘Magic Moments’, which enhance customer experience and that make their service unique, were identified and incorporated into the training

Authentic learning experience was created using real-world dilemmas and scenarios

Collaborative development of physical in-store training game, following the five-stages of the customer journey

Store staff are able to identify shopper missions and adapt sales approach according to that they learn on the training game


Our Managing Director loved it, he thought the game concept was terrific

Operations Director