UGG FEEL

FRIENDLY

100

I set the tone for the consumers experience as they walk into the store

Who is the greeter

200

According to what you have learned, engaged interactions determine whether consumers leave with this- or dont come back

What is a smile

300

You set the tone for a warm and inviting environment

What is an UGG Specialist

400

Stay positive and approachable throughout your shift with open, friendly body language while providing excellent service.

What is self

500

We want consumers to feel comfortable and welcome

What is what we are aiming for

ENGAGE

100

We want every consumer to feel important, supported, and cared for from this moment until the moment they live

What is the moment they walk in

200

Engagement doesnt just mean speaking- it means paying attention to these two consumer cues.

What are wants and needs

300

When the store gets busy, engagement means jumping in to help your peers meet consumer needs.

What is Team

400

Proactively assisting consumers means asking this type of question.

What is an open-ended question?

500

Ensure the store has clear pathways, tidy try on areas, well organized sections, and properly stocked shelves, making for easy shopping experiences

What is the store

EXPERT

100

Australian Surfer arrived in Southern California in the late 1970s- founder of UGG

Who is Brian Smith

200

We want consumers to feel this about their purchase

What is confident and excited

300

UGG SPECIALISTS ARE REMINDED THAT THEY SHOULD KNOW KEY Features of UGG core products and MFO styles because this is what they are considered

What is an UGG EXPERT

400

Sharing insights during daily huddles and helping coworkers answer questions is part of supporting this group

What is a team

500

UGG stores must maintain polished displays that are clean, clearly tagged and easy to explore, helping consumers make these 

What are informed choices

LIFESTYLE

100

By showing customers how to express themselves with UGG, specialists help build this type of long-term connection with the brand

What is a lasting relationship

200

Consumers look to UGG Specialists for inspiration, confidence and this type of fashion direction. 

What is style guidance

300

When talking to customers about UGG's value, specialists should highlight both heritage and this- showing how well products are made

What is craftmanship

400

Part of the "self" responsibilities, specialists should know key parts of UGG history and these guiding beliefs to share naturally.

What are UGG values

500

UGG wants consumers to feel comfortable and confident in doing this when wearing UGG products

What is expressing themselves

SERVICE

100

Consumers who are part of this are likely to return more often

What is the Loyalty program

200

Going above and beyond expectations, such as offering extra help, personalizing visits or thoughtful advice- is known as delivering this

What is exceptional service

300

A consumer helps an UGG Specialist by providing this information to upper leadership

What is a survey

400

This metric allows us to see how many consumers purchase that have walked in our store

What is conversion

500

Our Customer Capture goal for Q3 is

What is 32%