Thorntons Retail Customer Experience Programme


Over the recent few months we have rolled out an extensive retail Customer Experience coaching and training programme to 40 Thorntons stores across the UK.

Our team of CX trainers and coaches worked with Thorntons’ store managers and retail assistants across the UK to improve the Customer Experience in Stores, by focusing on changing behaviours and language.

We are delighted to report that after 6 weeks the stores targeted by the programme have shown a significant improvement in both their mystery shop results and also their sales

We look forward to starting Phase 2 of the programme which focuses on CX skills and awareness.