Subject: Professional Customer Approach
Challenge
- Business is declining sharply
- Loss of customers for unknown reasons
- Explore new market opportunities
- Standardize primary processes
- Focus on customers as a prime objective
Solution
- Mystery Shopping in 23 stores
- Evaluation and management presentation
- Defining new goals
- Create a procedural concept
- Comprehensive front-office training for 800 employees
Customer’s benefit
- Professional and uniform appearance
- Customer feels taken seriously
- A new sense of belonging and an improved performance among employees is created
- Sales increased by over 25% within a year
- New markets were successfully integrated