{"id":2361,"date":"2021-01-22T08:56:04","date_gmt":"2021-01-22T07:56:04","guid":{"rendered":"https:\/\/bluebirds.partners\/direction-dun-programme-de-satisfaction-clients-pour-un-acteur-de-la-grande-distribution\/"},"modified":"2021-04-20T20:24:11","modified_gmt":"2021-04-20T18:24:11","slug":"direction-dun-programme-de-satisfaction-clients-pour-un-acteur-de-la-grande-distribution","status":"publish","type":"post","link":"https:\/\/bluebirds.partners\/en\/direction-dun-programme-de-satisfaction-clients-pour-un-acteur-de-la-grande-distribution\/","title":{"rendered":"Management of a Customer Satisfaction programme for a major retailer"},"content":{"rendered":"\n<h3 class=\"wp-block-heading\">Context &amp; Objectives<\/h3>\n\n\n\n<p>Our client is a major retailer<br> As part of its transformation plan, one of the strategic projects involved improving its brand image and customer satisfaction.<\/p>\n\n\n\n<p>The client called on a Marketing Consultant to drive a strategic project to measure and improve client satisfaction, and implement suitable and effective corrective action plans.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Procedural approach<\/h3>\n\n\n\n<ul class=\"wp-block-list\"><li>Implementation of a system in stores and e-commerce to measure and monitor the NPS (net promoter score) and report customer irritants<\/li><li>Definition and implementation of a store improvement plan and mobilisation of stores and headquarters to put this plan in place<\/li><li>Implementation of NPS monitoring at Executive Committee level<\/li><\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Results<\/h3>\n\n\n\n<ul class=\"wp-block-list\"><li>Monitoring of NPS by all employees and the significant improvement of this indicator<\/li><li>Evolution of the in-store management mode with a customer-centric approach; the action plans being defined according to the NPS and the irritants reported; the NPS now enters into the method of calculating remuneration<\/li><li>Strong mobilisation at headquarters and instore<\/li><li>Launch of 5 priority projects at head office resulting from customer feedback<\/li><\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Context &amp; Objectives Our client is a major retailer As part of its transformation plan, one of the strategic projects involved improving its brand image and customer satisfaction. The client [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":2173,"comment_status":"closed","ping_status":"open","sticky":false,"template":"page-case-study.php","format":[59],"meta":{"_acf_changed":false,"footnotes":""},"categories":[55],"tags":[],"class_list":["post-2361","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-retail-luxe-en","format-case-studies-en"],"acf":[],"_links":{"self":[{"href":"https:\/\/bluebirds.partners\/en\/wp-json\/wp\/v2\/posts\/2361","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/bluebirds.partners\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/bluebirds.partners\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/bluebirds.partners\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/bluebirds.partners\/en\/wp-json\/wp\/v2\/comments?post=2361"}],"version-history":[{"count":7,"href":"https:\/\/bluebirds.partners\/en\/wp-json\/wp\/v2\/posts\/2361\/revisions"}],"predecessor-version":[{"id":2767,"href":"https:\/\/bluebirds.partners\/en\/wp-json\/wp\/v2\/posts\/2361\/revisions\/2767"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/bluebirds.partners\/en\/wp-json\/wp\/v2\/media\/2173"}],"wp:attachment":[{"href":"https:\/\/bluebirds.partners\/en\/wp-json\/wp\/v2\/media?parent=2361"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/bluebirds.partners\/en\/wp-json\/wp\/v2\/categories?post=2361"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/bluebirds.partners\/en\/wp-json\/wp\/v2\/tags?post=2361"},{"taxonomy":"format","embeddable":true,"href":"https:\/\/bluebirds.partners\/en\/wp-json\/wp\/v2\/format?post=2361"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}