The Challenge was set and MGI was chosen as the business partner. High street brand Superdrug wanted to make its customer service stand out. Research had informed them that 35 per cent of customer complaints could be resolved with better staff training and greater customer acknowledgement and the challenge was set to find a business partner to work with.
Jo Mackie, Superdrug’s Customer & People Director, was frustrated initially with the L&D programmes on offer: “Typical customer service training would tell people to adapt their body language and smile. I felt we needed something more. Telling staff to smile at customers wasn’t enough. Beyond improving diversity – it’s nurturing talent.”
MGI was selected and together we created ‘That Superdrug Feeling’.