RESULTS AND OBJECTIVES

CLIENTS RELATIONS

Redefine the entire retail organisation with an ever-increasing client focus

ACTIONS

2015 RESULTS

OBJECTIVES

BLOCCO 1

ACTIONS

Comprehensive redefinition
of client engagement methods and content, through the use of all channels of interaction

2015 RESULTS

• Retail Excellence project defined and launched

OBJECTIVES

2016 Redefinition of the selling ceremony, the methods and tools for engaging and listening to the client, the after-sales service policy – application at worldwide level

BLOCCO 2

ACTIONS

Update of skills and increase of engagement and the sense of belonging of retail personnel, to align them with client expectations

2015 RESULTS

OBJECTIVES

2017 Redefinition of internal store organisation and retail personnel profile, incentives, training and career path – application at worldwide level

BLOCCO 3

ACTIONS

Optimising operational efficiency at mono-brand stores to ensure improved service and time spent on client relationship

2015 RESULTS

OBJECTIVES

2016 Redefinition and standardisation of internal store procedures, stock optimisation and improvement in communication flows between stores and headquarters – application at worldwide level