Joel Goodsir is a marketing professional with 20 years’ experience. He holds a Bachelor and Masters degrees in Marketing and has lectured in postgraduate marketing at various Universities. Joel is Head of Marketing for Inspirations Paint, the largest network of paint stores in the country, supplying one in every six litres of paint in Australia. He also consults with a variety of businesses on marketing strategy and brand redevelopment and is a Certified Practicing Marketer with the Australian Marketing Institute.
Unlocking Customer Service Excellence via eLearning & Incentivisation
In a retail marketplace dominated by the big hardware stores, Inspirations Paint stores have had to zig when the others zag. The harder the competition goes on price and product, the harder Inspirations Paint goes on their service offerings. This has resulted in Inspirations Paint having the best Customer Satisfaction scores in the market for the past five years. However, the competition has been catching up and the national franchisor has had to find other ways to enrich its customer service offering.
This presentation explores the strategy and implementation of a major internal program designed to better train and incentivise the 500+ Inspirations Paint team members across the country using integrated online platforms.