BBW INFO · Offline Notepad

BATH AND BODY WORKS Our Brand & Core Values

Bath & Body Works is an international company that sells personal care and beauty products in more than 1,700 company-owned North American store and has nearly 300 franchised stores in countries around the globe operating under franchise, license, and wholesale arrangements. What better way to get to know more about the company than to take a fun tour through our history!

September 13, 1990 - First Bath & Body Works store opens in Boston, MA

CORE VALUES The Customer Rules - The power of our brand starts with our customers. Our unique relationship with them guides every decision we make—because when we know our customers like we know our friends, we understand what they value and can anticipate their needs.

Diversity, Equity, and Inclusion make us stronger - We embrace diversity because a culture where everyone has a chance to be heard, valued, and treated with respect makes us a smarter, stronger brand.

Passion leads to success - We love what we do, and we have fun creating the fragrances and experiences that bring happiness to people around the world. Our care for our customers drives us to never be complacent, giving our work a strong sense of purpose that keeps us focused on always exceeding expectations and delivering exceptional results.

it matters how we play the game - We hold ourselves to the highest standards and always focus on doing what’s right in our workplace, our communities, our industry, and our planet. We lead with honesty, integrity, and humility because how we get there matters as much as the destination.

36-45 90% of the customers

Four Customer Behavioral styles

Controlling

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Their focus: Results. They want to feel confident and in charge.
Compare & contrast: You are their polar opposite if you have a supporting style.
To connect with them:

Tone: Decisive; confident

Pace: Fast; type quickly, but accurately.

Approach: Get to the point; be specific.

Proactive Behavior: Provide an overview with a clear timeline; have details available.

Reactive Behavior: Respond directly to their questions.

Supporting

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Their focus: Relationships; feeling included
Compare & contrast: You are their polar opposite if you have a controlling style.
To connect with them:

Tone: Patient; cooperative

Pace: Slow; gentle

Approach: Be considerate; show sincere interest in their feelings and ideas before the facts.

Proactive Behavior: Assure them that their need is resolved.

Reactive Behavior: Demonstrate understanding.

Analyzing

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Their Focus: Data & facts; feeling certain
Compare & contrast. You are their polar opposite if you have a promoting style.
To connect with them:

Tone: Attentive; engaged

Pace: Patient; non-pressuring

Approach: Be organized and logical; avoid surprises.

Proactive Behavior: Provide details; be prepared to be thorough.

Reactive Behavior: Allow them time to think.

Promoting

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Their focus: Excitement; feeling exhilarated
Compare & contrast: You are their polar opposite if you have an analyzing style.
To connect with them:

Tone: Interested; stimulating

Pace: Natural; unscripted

Approach: Be attentive and complimentary.

Proactive Behavior: Exclaim/laugh along with them.

Reactive Behavior: Maintain an appropriately informal tone.

Supporting our customers PHONE In-store: We offer a customer care line for in-store purchases or support needs.

Online: There is a toll-free customer care line for online customers with support needs.

CHATOur customers can open a chat with an associate from the website. We offer information on any expected wait time, and a chat box will automatically pop up for them during their shopping experience.

EMAIL Customers can send an email via webform through our Help and FAQs on the website for select issues. SOCIAL MEDIA Social media associates celebrate with our fans in public on Facebook, Instagram, and Twitter. Associates can connect with their customers in private via direct message to resolve customer care issues.

DEI (Diversity, Equity and Inclusion)