Eroski – Customer Experience
The challenge
The challenge was to become the best chain in customer satisfaction. We rephrased it as ‘to be the best chain in customer and employee experience’, as the former is impossible without the latter.
In just six months, customer satisfaction in the pilot shops (300 employees) went from 68% to 83%. These metrics led to the project being scaled up to 28,000 employees.
How we did it
From the outset, we proposed going beyond traditional methods (Customer Journey, service guides, continuous training, audits…). The idea was to build on employees’ best interactions with customers. The employees themselves, in each and every one of their shops, analysed the best of their interactions with customers to do more and better.
After the initial Summits, weekly 15-minute meetings were implemented in the shops focusing on the Expanding Circle: Best, Even Better and Collective Action.
From employees’ best stories with customers, key learnings and admirable behaviours were identified. Conversations then turned to how to do even better. Finally, each person freely decided what they wanted to put into practice until the following week.
The same method was applied to the employee experience. Connection and collaboration reached an exceptional level because people gave their best in an atmosphere of trust and mutual support. This led to a sustainable increase in employee satisfaction.
The impact
According to customer surveys, each and every shop is number one in customer satisfaction in its area.
A culture of exceptional treatment was generated, applying what is known as Social Constructionism: a system moves in the same direction as the conversations it has on a repetitive basis. It’s simple, and simple, if it’s good, is what works best.
Success stories of Madavi
Find out how our solutions have generated extraordinary results.
SONAE
To bring an innovative approach that is scalable for the group’s 361 shops and 25,000 employees. SONAE MC wanted to transform its culture and customer relations, with the aim of increasing sales, improving employee and customer satisfaction.
Revolution Fnac
FNAC sought to increase the sale of value-added services, in a highly competitive environment, with the aim of improving margins.
ACCIÓ
ACCIÓ needed to transform itself to consolidate its leadership in business services and create an environment where talent could flourish and change could be implemented quickly and effectively.
A key aspect of this challenge was to actively engage all levels of the organisation in the transformation.
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