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RESULTS AND TARGETS
RESULTS AND TARGETS
CLIENTS
Redefine the overall retail organisation to enhance client-centricity
ACTIONS
2018 RESULTS
TARGETS
BLOCCO 1
ACTIONS
Enhancement of retail personnel’s skills, engagement, and sense of belonging to improve alignment with client expectations
2018 RESULTS
• Training activities also started for the personnel of the most important stores in the wholesale channel
TARGETS
Ongoing training and involvement of retail personnel
BLOCCO 2
ACTIONS
Provide clients with a consistent and integrated shopping experience across all touchpoints
2018 RESULTS
• Multi-channel service project, Omnichannel, launched in EMEA
TARGETS
2020 Extension of the Omnichannel project to all Regions
Strengthen the client experience
ACTIONS
2018 RESULTS
TARGETS
BLOCCO 1
ACTIONS
Implementation of dialogue activities by expanding the collection of feedback and information on client expectations
2018 RESULTS
• Systematic feedback collection, VIBE project, started worldwide
• Client Service, a direct dialogue channel, launched in Europe and handled about 70,000 service requests
TARGETS
2019 Continuous improvement of client satisfaction (VIBE score)
2019 Extension of the Client Service project to all Regions
BLOCCO 2
ACTIONS
Sharing of Moncler’s commitment to a sustainable future with clients
2018 RESULTS
• Approximately 400 Client Advisors and employees of corporate offices trained at the Moncler Worldwide Summit 2018 on sustainability activities and projects
TARGETS
BLOCCO 3
ACTIONS
Creating an environment in our owned stores where the customer have a comprehensive experience, also through design elements such as lighting or air quality
2018 RESULTS
TARGETS
2019 Launch of an assessment according to the WELL Building Standard for Retail Protocol on certain stores