Reflecting on A Magnificent First Year with Nespresso

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Reflecting on A Magnificent First Year with Nespresso

Having just passed our first anniversary of working with Nespresso UK and Ireland coffee advisor programme, now is a good time to reflect on our first year. The client required us to provide nationwide coverage to support them and their retail partners with engaging directly with customers to deliver a complete coffee experience.

In action, this means engaging with customers to demonstrate the features and benefits of the machine portfolio, connecting them with Nespresso coffee through tastings and story telling linked to the coffee journey, including sustainability and services.

Delivered for

Nespresso Black

Delivered by

Wave Careers

The Activity

Beginning on June 1st, 2019, we seamlessly transferred the existing coffee advisor team and added some new recruits to bring the team up to full strength. Since launch, we’ve worked tirelessly to develop the abilities of the team whilst bringing in high calibre new recruits to meet the challenge that Nespresso set us.

We revamped the onboarding process for new employees, creating a fully immersive induction, allowing colleagues to not only get hands on product training, but also incorporated selling skills into the mix to ensure that all our colleagues were well equipped to sell more for our client. This has increased our colleague’s retention rate and helped the to feel more valued in role.

Our coffee advisors are regular fixtures in some of the biggest electrical retailers in the UK and Ireland, flexing when required to add more capacity for seasonal activities.

Nespresso regularly request support with trialling new concepts and customer propositions which we have done successfully, with many leading to nationwide rollout. We continue to lead the way in innovating with our client; in Ireland with Harvey Norman we are trialling a new and exciting way to deliver consumer engagement.

In the light of the recent Covid-19 pandemic we have revised our training and management procedures so that these can be done remotely where applicable and taken steps to keep our colleagues engaged during lockdown. The latter of which saw us relaunch once stores reopened with pace, smashing KPI targets in the process.

The Results

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