CHANDON

New wine club lounge increases average spend and customer satisfaction

THE NEED

Three business objectives:

  • Convert existing restaurant space to a wine club lounge
  • Modify existing space to realize improved customer experience
  • Improve service delivery, hospitality, and sales

How We Delivered

We developed customer journey maps based on volume needs and workflow efficiency, designed physical improvements to the space and trained the team on new processes, skills and behaviors.

Results

With a new wine club lounge, members flocked to experience a space of their own and spent more money during their visit. The retail guest experience was improved with less wait time, tiered offerings and again, average spend increased, along with satisfaction.