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Acting Together

Acting Together

Case Study

Longchamp

How to improve the customer experience by creating new internal practices

Work

Contact

Alban Torette

Contact

Alban Torette

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To:
- Get more information
- Share your challenges
- Get a product demo

The context

Longchamp is a major player in the leather goods industry with its own network of over 300 points of sale worldwide. As part of its new strategic project, the company wanted to redefine the customer experience so that it reflects the brand’s DNA; however, yLongchamp struggled with internal operating modes that do not sufficiently facilitate collaboration.

The idea

Setting up a working group from different departments in charge of redefining the customer experience, working on solutions to be implemented, and learning from different experiences in the field in order to bring out new ritualized practices internally.

We cannot transform our customer experience without transforming ourselves, what we do, how we do it; otherwise the customer always ends up seeing through it. Humans Matter helps us design collaborative experiences for our customers.

Sophie Delafontaine – Longchamp Artistic Director

The solution

  • The organization and implementation of rituals to share feedback, improve together and clarify point of sale practices.
  • The identification of 6 levers of action to improve the customer experience.
  • The development of 4 personas from which customer paths are built, crossed with the segmentation of the points of sale.
  • The creation of concepts to be tested in situ in a pilot point of sale in order to measure the impacts on the spot.
  • The provision to all markets of a library of concepts on an internal application, with a clear guide; so that everyone can initiate the transformation of the customer experience by themselves, without waiting for budgets from headquarters.
  • The development of a feedback culture in order to systematize the continuous improvement of proposed solutions.

Contact

Alban Torette

Contact

Alban Torette

Contact

To:
- Get more information
- Share your challenges
- Get a product demo

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