Customer Experience
Industry: Retail and Wholesale
Customer
Retail multinational with over 1000 stores
Needs
In a context of rapid growth, the customer wishes to maintain high standards for customer service.
Mandate
Develop and design a sales improvement program.
Solutions and Methods Used
- Communicate corporate culture and proven winning practices to new regions created by the expansion.
- Create tools especially for the target generation: theory/practice/role playing activity cards, questionnaire game, video, motivation table
- Equip and train managers
- Institute policy for store visits
- Implement a system to measure customer satisfaction
- Recognize opportunities for improvement and make the necessary changes
Results and Measures of Success
- Within six months, customer satisfaction index increased by 4%
- Reduced customer complaints by 47% the first year and 30% the second
- The successful program was expanded to all regions
Industry: Sports and Entertainment
Customer
Major North American company
Needs
For strategic purposes, the customer is looking for solutions to improve results for merchandise sales.
Mandate
As part of this outsourcing mandate, Drakkar puts together a proposal and is awarded the mandate to put a customer experience program in place.
Solutions and Methods Used
- Identify processes required and develop procedures to ensure their application in the merchandise sales departments
- Establish a clear, precise structure and framework
- Hire and train the sales team
- Put in place winning behaviors to ensure customer satisfaction
- Make sure that benefits are maintained over time, through rigorous follow-up
Results and Measures of Success
- Strategic positioning with an impact on the customer’s entire operation
- The customer’s cost reduction objectives were achieved
- Sales objectives were achieved through increased productivity
Industry: Sport et divertissement
Customer
Large Canadian company
Needs
As part of a new business concept, the customer is looking for a more flexible business model while retaining high performance criteria to achieve optimal operational flow.
Mandate
- Take over customer service operations, through outsourcing
- Deliver exceptional customer service using experience-based approach to marketing
- Respect the service standards and dimensions established in the customer service strategy
Solutions and Methods Used
As an outsourcing provider, manage distinct operations on behalf of the customer. Develop a customer experience approach to service to create a memorable experience for customers.
- Recruit agents who are passionate about customer service
- Define the operations required and develop procedures to ensure that service standards and dimensions are applied
- Establish clear and defined structure and framework
- Develop a working environment where entertainment and fun reign
- Put in place winning behavior to ensure customer satisfaction
- Maintain lessons learned over time through rigorous follow-up
- Provide feedback and recognition
Results and Measures of Success
- Achieved customer satisfaction rate of 97% based on objective surveys
- The company recognized that this activity sector is its top performing
