M.A.G . I .CPROJECT LENGTH :  4  WEEKS ( JULY 2ND  -  AUGUST 3RD ,   20 16 )

PROJECT'S FOCUS

Thao HuynhSummer Intern - Southland Mall

Last MonthJune, 2016

(by purchase date)

NPS 22.2%

OPPORTUNITIES TO FOCUS ON FOR THEMONTH OF JULY, 2016

 

Project Preparation Strategy Formulation Coaching Analyze Progress

Jun

e 29

, 201

6

July

2, 2

016

July

9, 2

016

July

31,

201

6

Aug

ust

3, 2

016

PROJECT TIMELINE 

MAGICreview all components of M.A.G.I.C selling

Customer SurveyHow do customers receive surveys and how NPS is calculated

MEDALLIA Where we were last month and where we should be this month

PROJECT PREPARATION ‐ BRIEFING 

COACHING 1 ‐ M.A.G.I.C ACTIVITIES M

G

I

C

Meet and Make a Connection with Multiple Customers Activity

Ask Open-Ended Questions Activity

Give Options - Using Search and Send Activity

Inspire to Buy More at the POS Activity

Celebrate the Purchase - Leave a Lasting Impression Activity

A

COACHING 2 ‐ FOLLOW‐UP AND COMMITMENTS 

"At least 8 out of every 10 customers I interact with,I will ask for their participation in the survey."

"I will focus on actively reaching out to at least 90% ofthe amount of customers that come into our store."

CELEBRATE ‐ RESULTS 

July, 2016(by purchase date)

NPS 71.4%

+38.1from LY

+49.2from June,

2016

+3.2 from June

+28.6 from June

+56.7 from June

+46 from June

ACTION PLAN FOR NEXT MONTH 

Priority to focus on for August, 2016:Friendly and Welcoming

M.A.G.I.C for August, 2016:Meet and Make Connection; Give Options

Weekly commitments

Thao HuynhSummer Intern - Southland Mall

QuestionAnswer