I’m planning to get out and visit some stores today and check out how well we are doing with regards to informing customers about our app. We launched it just before Christmas and we are still very much in the “soft launch” phase. We will be carrying out a full roll out in early January once we have the various food launches out of the way.
One thing that I have learned since the launch is that you cannot over communicate, it’s important to ensure that every customer fully understands what the app can and cannot do and getting this right will hopefully avoid frustration and poor reviews. A large part of this particular challange is ensuring that every team member fully understands the functionality of the app and is therefore confident enough to engage with customers.
We have done a fair amount of training but realise that there is still more to do.