Reflection on Unstoppable during March for Rundle Mall
team reflections for March with these specific strategy cards.
Pause before Processing-
As a CMA store, March has been an exceptionally busy month, with high demand across agent enquiries, email enquiries, CM follow‑ups, Cm queues, phone enquiries, VIVA calls and corporate calls. Instead of feeling overwhelmed, we worked together as a team—communicating consistently through Teams, monitoring the queues, and ensuring our storefront remained fully covered. Valid communication within our team and setting expectation with external party has been key throughout March.
Clarity Before Commitment-
When customers have reached out to us for a cover review, we have taken the time to understand their hospital needs, provided clarity on their coverage, and worked to find the most suitable cover for them. We have also referred to Compass articles to ensure accurate resolutions and checked the discount calculator before offering any discounts.
Protect the 1st 60 seconds-
We’ve seen our NPS improve after implementing this strategy. As a team, we make it a priority to greet every customer and thank them for their patience. We focus on enhancing the customer experience by listening attentively and allowing them to share their concerns without interruption. We ensure someone is at Concierge when staffing allows so customers are welcomed as soon as they walk into the store. As a team, we believe that a positive start leads to a positive outcome
@Colin Lattanzio - I sounds like you and the team at Rundell Mall have really embraced both the thinking and the opportunity of the Unstoppable Retail micro-strategies. Its fabulous to hear how this has supported a better customer experience and how your efforts have been reflected in your NPS results. Congratulations!!!