our CUSTOMERS
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Welcome to the
Interactive Dare To Explore Handbook!
Interactive Dare To Explore Handbook!
You will discover a lot of content that will help you in interacting with different customers.
Where you will find this icon
Where you will find this icon
Remember to click on it to find out all the details.
Let's start exploring!
Let's start exploring!
NEVER STOP EXPLORING™
DNA STRANDS
our GUARANTEE
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KEEPING UP WITH OUR CUSTOMERS
We need to keep up with our customers’ changing needs and make their visit to our stores worthwhile. Once in the store, their adventure should really begin.
We must:
• Create a hub of exploration.
• Deliver an experience that only
The North Face can provide!
• Make every interaction count.
• Deliver an experience that only
The North Face can provide!
• Make every interaction count.
Our customers are changing the way they shop.
They are:
They are:
• Researching our technology and products online, going into the stores with a lot of information.
• Hyperconnected, using all aspects of social media.
• Checking our eco credentials.
• More prepared to buy than just browse than they were prior to the pandemic.
• Demanding an authentic The North Face experience.
• Hyperconnected, using all aspects of social media.
• Checking our eco credentials.
• More prepared to buy than just browse than they were prior to the pandemic.
• Demanding an authentic The North Face experience.
OUR GUARANTEE
In-store experience
We have clarified the The North Face EXPERIENCE we must provide to every customer.
It is so important that we call it…
OUR GUARANTEE
It is so important that we call it…
OUR GUARANTEE
EVERY CUSTOMER WILL FEEL:
• Excited by our enthusiasm and passion for all things The North Face.
• Like they belong. They are keen to be actively involved and to include others in our Community.
And will leave,
• Equipped with the right kit for any wild place.
• Like they belong. They are keen to be actively involved and to include others in our Community.
And will leave,
• Equipped with the right kit for any wild place.
our CUSTOMERS
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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.
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.
THE NORTH FACE
Adventure
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 forcing them to have the service that we provide.
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 forcing them to have the service that we provide.
ADVENTURE ELEMENTS
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Although each customer journey is different, we need to be skilled in whatever route they choose.
We have kept things simple for each adventure element.
Each element follows a similar pattern and we have used icons to help clarify whether the information is a best practice, or a handy tool for you to use in order to create ‘The North Face experience’ for your customers.
We have kept things simple for each adventure element.
Each element follows a similar pattern and we have used icons to help clarify whether the information is a best practice, or a handy tool for you to use in order to create ‘The North Face experience’ for your customers.
We have identified 9 key adventure elements that form our The North Face Adventure building blocks.
CLICK ON EACH BOX TO DISCOVER THEM
Explorers are always open to new experiences;
we hope you are too!
we hope you are too!
Explore more
Providing content material to support your learning. By having all the right content material readily available from the correct channel.
In order for you to explore at the right time. When you need it, where you need it and when it will be most effective for you.
In order for you to explore at the right time. When you need it, where you need it and when it will be most effective for you.
CLICK TO DISCOVER MORE
Find more
DOWNLOAD PDF
TNF Dare to Explore Handbook
TNF Dare to Explore Handbook
watch the videos
Customer Behaviour videos
In store
Facilitating alternative learning through experience and practice within your role as The North face Ambassador.
Supporting you in your environment to practice new techniques and gaining new experiences whilst doing your role.
Supporting you in your environment to practice new techniques and gaining new experiences whilst doing your role.
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The North Face Ambassador Introduction
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We welcome all explorers into our community, and we look forward to supporting you as The North Face Ambassador. CONNECT with our team members and our customers, be CURIOUS to learn every day and CHAMPION our brand and community.
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EXPLORER KNOWLEDGE
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Just like an explorer who explores a new or unfamiliar area. We want to support new The North Face ambassadors within their new environment. The following activities will help prepare every employee with the knowledge requires to become a North Face ambassador from day 1.
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BASE CAMP KNOWLEDGE
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A staging area used by mountaineers to prepare for a climb. To achieve base camp is an accomplishment in its self. You are trained and equipped ready for a new climb. Just like a mountaineer North face Ambassadors have continued with there training and are equipped with the correct knowledge. The following activities will help you reach new heights
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SUMMIT KNOWLEDGE
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To reach the summit (highest point of a hill or mountain). Our North face Ambassadors will continue to push the boundaries, extend their own knowledge and reach the summit of exploration within the role of a North Face ambassador. The following activities will push you and your customers experience to a new summit.
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