Objectives
- be able to reinvent itself internally to continue to grow by capturing new trends, to resist new entrants, while keeping the elements of strengths of the company’s DNA
- understand finely where the value of the current model is & what needs to be preserved
- separate the utility from the accessory from current and emerging trends
- invest in CX stages that create value and nurture brand appeal
Our methodology
- a detailed understanding of the current customer experience by customers and employees through a qualitative customer study, a field audit and business interviews
- construction of an opportunity matrix and a roadmap
- design of an improved customer experience through corrections, tests and implementation of new processes
