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.
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.
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.
How Nudge helped DAVIDsTEA
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