Barista Badges
Our goal is to engage and motivate our food and beverage specialists in our stores to deliver an awesome customer experience.
Hypotheses
That the performance of our food and beverage categories are directly impacted by how engaged and motivated our staff are.
In our June 2019 Masterclass we explored this hypotheses, to understand better the relationship between our employee experience and our customer experience with regards to our in-store food and beverage staff.
Over the 3 days multidisciplinary teams from across our business teams spent time with our retailers and barista communities to understanding what enagages our staff and to understand how we can reward and motivate them.
One of the ideas that the teams come up with was a series of badges that we can reward our food and beverage people with, and we mocked up protoypes and tested this with them.
Feedback was very positive, so we have now developed a small collection of badges that we will roll out over the next few months to gather feedback and understand how this impacts our employee experience. These badges focus mainly on our heros awards participants and to recognise those who deliver exception customer service, but as we learn more about their impact we could develop more in the future.
Launched Trial
October 2018