A worldwide market leader in decorative lightings wanted to improve their CSAT scoresAPPROACH
- Designed an ideal customer experience journey roadmap for the client.
- Then we mapped the actual experience with the ideal one, highlighting areas of improvement for the stores
- Created action plans at outlet level to ensure improvements
- SOPs which had a direct correlation with CSAT were identified and then these SOPs were improved to a 90% adherence level
- Increased tagging of best sellers and new arrivals in stores improved sales by 18%
- Increased customer home visits for suggesting the best lighting solutions improved brand recommendation by 9%
- Improvement in staff’s knowledge around specific higher end products improved sale by 27%