The Problem

“I need to deliver on my company goals, not just the marketing goals.”

Blue Nile needed to increase revenue by adding new growth while maintaining and improving their strong customer experience reputation. This needed to be done by focusing on their Diamond Jewelry Consultants.

The Solution

Re-position the Diamond Jewelry Consultants (DJC) as the true expert through:

  • A structured, easy-to-follow customer engagement model
  • A shift of focus from answering questions to uncovering customer’s intended outcome
  • A collaborative learning platform that introduced information in smaller portions
  • A series of ongoing touch points–huddles, coaching, call-listening sessions–to support the new call structure

The Results

$ 1 MM+
In additional revenue
1 %
Increase in customer conversion

[InnerView] immediately and accurately assessed our needs and focused on what matters most--arming our Diamond Jewelry Consultants with the right tools to create the best possible customer experience."

Sarah Gauthier | Sr. Director of Customer Experience