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.
