Harmonize a group's customer culture
Objectif :
The aim is to measure the level of customer culture and identify the structural knots (processes, management, IT, customer strategy, etc.) in order to carry out structural and cultural transformation projects. To homogenise the Customer Culture of the various sales outlets through a foundation of resolutely customer-oriented practices and by strengthening the customer culture of shop leaders. To turn this change in managerial mindset into a lever for collective energy.
Mission :
- COS COMPANY survey of 5,000 shop and head office staff in 5 countries
Demonstration of the value of Customer Culture by analysing the link between Customer Culture, NPS, business KPIs and employee commitment - Identification of exemplary leaders to build the Customer Oriented Store Leader
- Book (120 practices on the 3 pillars of CC)
- 5-week COS IN MIND course for 650 managers (in 5 countries) to reinforce automatisms and Customer convictions
- Support leaders in implementing practices.
Résultats :
Convincing results from the COS IN MIND programmes, assessed using a detailed NPS analysis: +5 points in 1 year thanks to the strengthening of the customer culture of the leaders and the energising of the in-store teams.
Témoignage
At Kiabi, the customer has always been at the heart of our concerns. They are our raison d’être, the people we want to serve in the best possible conditions, often in complex environments.
The COS in mind programme has helped to strengthen our mindset and further develop our customer-focused reflexes. The diagnosis, the introduction of individualised programmes that have ‘onboarded’ all our leaders, and the creation of a reference book of good Tips, have been essential tools for significantly developing the customer focus that drives us.
Each leader now has all the tools they need to develop their teams over the long term. Thank you to you, Lucille and Guillaume, for your unfailing availability and your analyses, which have helped to clarify our paths.