CUSTOMER BEHAVIOUR
We acknowledge that all our customers have different needs and lifestyles.
What’s most important to us is HOW they choose to SHOP.
We have identified 4 main types of behaviours we see in our stores.
Exploring on my own
Be there when I am ready
Fill my backpack!
Help me – fast!
Let’s Explore
Offer me suggestions and alternatives
Take me to the summit
Show me everything, tell me everything
FOCUS ON BEHAVIOUR
Every customer is different – they may even show different behaviour at different times. Our role is to identify their current behaviour and adapt our approach to deliver our guarantee.
CUSTOMER JOURNEY
Every customer’s journey is unique.
Adventurers do not all follow the same route even when their destination is the same.
Our customers are like adventurers when it comes to their journey in our stores. Some may have already done their research. Others may simply want a demo or a try-on experience, whilst others want to be guided through what The North Face has to offer.
We are adaptable and act according to our customers’ needs rather than force them to have the service we want to provide.
