Argentina – Retail Industry

Playbook – Customer Experience

Development of a Customer Experience Playbook for brand experience satisfaction.

Region: LATAM

Industry: Retail- Services

We developed a “Customer Experience” Playbook to standardize each customer touchpoint (“Customer Journey Map”) and to meet all the expectations of the customers’ experience with the brand. Together with the Marketing area, we defined the optimal service level and conducted training for over 500 employees from the different stores. Thereafter, we carried out stores measurements (applying the Mystery Shopper technique) to see the performance adherence to the defined standards.

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