Empowered in-store associates help deliver on brand promise

The pressure’s brewing when 97% of your customers cite knowledgeable store associates as a key factor of satisfaction.

About DAVIDsTEA

DAVIDsTEA Inc. (Nasdaq:DTEA) is a speciality tea retailer, founded on a mission of providing the world with great tea, friendly stores, and above-and-beyond customer service. Today, they have over 200 stores across North America and 2,500 managers and associates.

The in-store experience is a defining component of the brand and their secret weapon is passionately engaged staff, particularly their store associates known as Tea Guides.

Challenge

Delivering a world-class in-store experience that knowledgeable customers expect

With over 100 types of tea, including exclusive blends, limited edition seasonal collections, traditional straight teas, and exotic infusions from around the world, DAVIDsTEA strives to make tea a multi-sensory experience by facilitating interaction with their products through education and sampling. Tea Guides are instrumental to the experience, creating an inviting and open environment that helps customers see tea as accessible, fresh, and stylish.

DAVIDsTEA customers are loyal and knowledgeable: the vast majority of store visitors are repeat customers who are part of the popular “Frequent Steepers” loyalty program. According to DAVIDsTEA consumer data, 97% of customers cite Tea Guides as a key factor of their satisfaction.

Solution

Peer-generated best practices and sales tips, right at store associates’ fingertips

DAVIDsTEA selected Nudge Rewards to empower their Tea Guides with an engaging employee smartphone app that puts information and best practices right at their fingertips. Within two weeks of launching Nudge, DAVIDsTEA saw 96% adoption among store staff, as well as a 90% approval rating from the in-app survey.

Since onboarding with Nudge, DAVIDsTEA has been launching powerful internal campaigns designed to help Tea Guides exchange and adopt selling tips, share customer feedback, solve challenges, and provide a consistent and memorable customer experience.

Select KPI’s

How Nudge helped DAVIDsTEA

96%
Adoption rate of Nudge within two weeks of roll-out
375 hrs
Weekly store manager productivity gains across locations
90%
Nudge Rewards favorability rating from in-app poll
Learn more about the DAVIDsTEA story in the Total Retail podcast, that discusses how Nudge helps communicate quickly and directly with store associates, provides incentives for teams and individuals, and benefits overall business goals.

 

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