The Brief:

Moon Juice wanted a refresh to their omni-channel customer service experience for their independent shops and specialty retail to improve the brand experience and streamline the product offering, regardless of where their customer shopped. Simultaneously, we internally bolstered the brand experience through an employee onboarding strategy to onboard new employees to the brand in a service focused way.

The Goods:

We co-created a signature brand experience to bring the brand pillars to life in shop and specialty retail by providing the team in shop and field a holistic customer-centric strategy. This meant providing full end to end customer service experience with scripting and decision trees to operationalize the every day person-to-person interactions the field has with customers. Additionally, seven learning management system recommendations were shortlisted with the needs of the learner, price and scalability in mind to house the new onboarding and learning strategy. Beyond the system itself, rewritten product one sheets, course scripts, and masterclass plans were delivered.

The Result:

The brand experience was a natural fit to aid in scalability and new product offerings while employee onboarding was adopted with inter-departmental support. The stage for brand adoption through a new automated onboarding system and cohesive customer experience let management focus on business building as opposed to investing valuable energy on operations. "This is exactly what we need” - Moon Juice.