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David’s Tea nudges associates for better customer service with app

Specialty tea retailer David’s Tea is offering guidance to its in-store “Tea Guides” with a mobile app from Nudge Rewards.

David’s Tea has rolled out the Nudge Rewards mobile frontline employee performance solution to 2,500 store associates and managers across 238 stores. Upon launch, the retailer saw 96% adoption among store staff, as well as a 90% approval rating from the in-app survey. David’s Tea reports cost savings due to productivity gains from Nudge-enabled staff have already produced return on investment (ROI), with each manager gaining 1.5 hours of coaching time back per shift.

Using the app, David’s Tea’s Tea Guides, in-store tea experts who help customers make selections, obtain access to information about the assortment of more than 100 varieties of tea, as well as seasonal promotions. Customer surveys indicate 97% of in-store shoppers say Tea Guides are a key factor in their satisfaction.

Nudge also enables David’s Tea to perform mobile performance training and supports a direct line of communication between head office and stores.

"Customers are coming into the store more educated than ever," said April Sabral, David’s Tea VP of global retail sales and operations. "We decided to work with Nudge to ensure that our Tea Guides have the right information and feel confident and empowered to deliver an outstanding in-store experience. Nudge offers a very precise way to deliver the most important information directly to our staff, which also helps enhance overall productivity and engagement. It's a win-win."
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