Travel retail specialist 2.0 & Partners has unveiled ‘Measure. Train. Coach.’, a framework designed to help frontline teams deliver customer service excellence in travel retail.
The concept, to be fully revealed for the first time at the upcoming Trinity Forum in Doha (5-6 February), responds to evolving shopper expectations and rising operational complexities in the channel.
2.0 & Partners said that training alone is no longer sufficient to deliver consistent service excellence. Instead, capability-building must be insight-led, performance-driven and continuously adapted to real conditions on the shop floor, while remaining bespoke to the needs of each business, brand and location.
Measure. Train. Coach. forms the backbone of the company’s Customer eXperience Management (CXM) business suite.
2.0 & Partners operates across two core business suites: CXM and Location & Brand Planning. Together, these offer support to stakeholders across the travel retail ecosystem, spanning strategic development, brand placement and frontline execution.
The first pillar, Measure, places data and observation at the centre of customer experience enhancement.
2.0 & Partners’ Strategic Mystery Shopping service analyses real-time shopper experiences throughout the airport. It helps identify issues that impact engagement, conversion and brand perception in line with the Measure pillar.
According to the company, the Strategic Mystery Shopping service goes beyond surface-level assessment. It enables brands to drill down into specific operational and behavioural issues to better understand what is happening on the shop floor.
Train focuses on translating insight into meaningful frontline development. This is exemplified by Retail Academy 2.0, which offers an expanding portfolio of courses.
The academy offers structured and tailored training programmes designed specifically for travel retail. It helps make staff training more relevant, practical and commercially impactful by anchoring learning in live performance results.
Coach ensures that training is embedded into the day-to-day rather than remaining confined to the classroom through on-site coaching and mentoring. According to the company, this hands-on approach reinforces standards and drives consistency over time.
2.0 & Partners Senior Executive Vice President Marco Passoni said: “Delivering an excellent customer experience begins in-house. Training is key, but it must be built on real-time, real-life insights, tailored to your business’s needs and delivered in an accessible and continuous manner to meet the evolving demands of the store.
“Measure. Train. Coach. is a framework that ensures our services meet the needs of every partner. There are no one-size-fits-all solutions in travel retail, and a bespoke approach is the cornerstone of this framework.”
The 2.0 & Partners team will be exhibiting at the upcoming Trinity Forum in Doha, where delegates will be able to explore the full scope of the Measure. Train. Coach. framework at the company’s stand. ✈
