The framework aims to elevate the customer experience.

Travel retail consultancy 2.0 & Partners has unveiled a new “Measure Train Coach” training framework designed to help frontline teams unlock the next level of service excellence.

According to the company, as shopper expectations rise and operational environments become more complex, training needs to be bespoke, insight-led, performance-driven and continuously adapted to real conditions on the shop floor.

The Measure Train Coach framework underpins 2.0 & Partners’ Customer eXperience Management (CXM) business suite. Together with the Location & Brand Planning (LBP) suite, it is designed to allow the company to support stakeholders throughout the travel retail ecosystem, spanning strategic planning and brand placement through to frontline execution.

The CXM framework begins with Measure, embedding data and observation at the heart of service improvement. Train is where data is transformed into frontline capability, with training informed by real operational realities, cultural nuances and performance results.

The final pillar, Coach, ensures that training does not end in the classroom. On-site coaching and mentoring take learning onto the shop floor, embedding new behaviours into daily execution, shaped by what is actually happening in-store.

The Measure Train Coach programme is designed to ensure that services meet the specific needs of every partner.

2.0 & Partners Senior Executive VP Marco Passoni commented: “Delivering an excellent customer experience begins in-house. Training is key, but it must be built on real-time, real-life insights, tailored to [a] 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 specific 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.”

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