Greene King has operated pubs and brewing for over 200 years. Combining successful traditional ale brands with modern forward thinking, Greene King has grown steadily to become a leading pub retailer and brewer. With over 2,000 pubs around the UK, Greene King has always been committed to providing the very best service to its customers and is continually challenging itself to deliver the best possible customer experience. The business wanted to provide its operations management with exposure to, and understanding of, leading edge approaches for developing fantastic customer experience in its retail outlets and pubs.
Recognising Innergy’s expertise and experience in helping organisations deliver profitable growth through developing a fantastic customer experience, Greene King invited them to design and deliver a tailored programme for the operations team, who are responsible for supporting the 1,500 tenanted and leased pubs. The programme was piloted and developed further to ensure that the content was as relevant and applicable to the business and the operations team as it could be. The programme focused on enabling the operations team to:
- Develop compelling arguments for delivering a great customer experience
- Understand and develop financial measurement behind service management
- Identify and develop specific strategies for improving retail excellence
- Develop a model for managing the customer experience
- Deliver customer feedback strategies
- Win the hearts and minds of management and front line staff
- Take away best practice tools to communicate and coach their retailers to deliver profitable growth.
The programme, entitled Retail Excellence, was a huge success and every Business Development Manager left equipped with the understanding and confidence to roll out the best practice methodology across the estate. Most importantly, every delegate had a clear plan of implementation and an enthusiastic commitment to make it happen. The average rating for the programme was 90%, with over one third of the delegates scoring it 10/10.
Joe Smith - Operations Manager commented: "One of the best days I have ever had off the road. Worth every penny! This is something that will really make a difference to me, my customers and the business. Everyone should do it."
What they said..
"The feedback from the training was fantastic, BDMs and licensees alike have been inspired and motivated into action by the course. We are now in the process of rolling this programme out across our estate to ensure all our licensees have the opportunity to attend and take away positive ideas that will benefit them and their business."
Sarah Milward - Training Manager