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RESULTS AND OBJECTIVES

CLIENT

Redefine the overall retail organization to enhance client-centricity

ACTIONS

2016 RESULTS

TARGETS

BLOCK 1

ACTIONS

Comprehensive redefinition of client engagement methods and content, using all channels of interaction

2016 RESULTS

• Selling ceremony, client engagement and listening tools and techniques, and after-sales service policy redefined and implemented worldwide

TARGETS

BLOCK 2

ACTIONS

Enhancement of retail personnel’s skills, engagement, and sense of belonging to improve alignment with client expectations

2016 RESULTS

TARGETS

2017 Global realignment of stores’ internal organisation, profiles, incentive plans, and retail staff training and career paths – application at worldwide level

BLOCK 3

ACTIONS

Optimisation of operational efficiency of mono-brand stores to improve service and time invested in client interactions

2016 RESULTS

• Internal store procedures redefined and standardised; stock management and communication flows between stores and headquarters optimised; changes implemented worldwide

TARGETS

Strengthen the clients' confidence in how the company operates