Total UK were challenged with becoming the No.1 company owned company operated (COCO) dealer network in Europe.
We engaged RPS to implement their programme “The Science of Moving Numbers” to support us in delivering our goal.
“RPS’s ability to understand our market and tailor their model to deliver the performance improvement we expected, allowed us to achieve our performance improvement 12 months faster than we expected. They were able to take a mature retail group of store managers and instil the motivation and excitement required to achieve the No.1 Company owned dealer network in Europe.”
Simon Palmer, General Manager UK,
Total COCO Retail Channel.
The major challenge for our dealer network was to change their thinking and become outcome driven while retaining a customer focus. As a mature retail business there were some harden attitudes that had be addressed and a new way of thinking to deliver the customer experience.
After piloting the RPS programme within 20 of our stores and proving the model delivered the results we required, we rolled the full Science of Moving Numbers Programme throughout our retail channel including the Senior Management, Field Management, Store Management and Store Teams.
