Homewares retailer (AU, 4 stores) • 02/08/2024
Store Conversion Lift via Service Design and Scheduling
Introduced traffic-based rostering and service rituals to lift conversion by 9% and ATV by 6%.
The Challenge
Sales conversion fluctuated greatly by hour; staffing and service standards were inconsistent.
Our Approach
- Analysed traffic vs. staffing patterns to identify service gaps
- Designed welcome, discovery, and close rituals with prompts
- Deployed traffic-based scheduling and daily huddles with targets
Solution
A simple, repeatable service playbook paired with scheduling rules ensured the right coverage during peak traffic with consistent customer experience.
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