Revolution Fnac
The challenge
FNAC sought to increase the sale of value-added services, in a highly competitive environment, with the aim of improving margins.
How we did it
To achieve this, FNAC set out to transform its point of contact with customers, focusing on improving the shopping experience and integrating services as a fundamental pillar of its offer.
We focused on the region with the highest sales volume, the northeast, involving all the people in the shops in the process, who were the real protagonists.
In person, we designed the necessary strategies to implement them on a day-to-day basis with the team.
We implemented these strategies through regular sessions, both online and face-to-face, using the Expansion Circle method: we analysed the best practices in the sale of services in order to extract lessons learned and replicate their success. An approach based on trial and error.
Throughout the process, we highlight FNAC’s unique DNA, reinforcing the values that already set them apart and enhancing their team spirit.
The impact
A more cohesive team aligned with the objectives of selling value-added services, generating more value for customers compared to online shopping. The project ended up being called the ‘FNAC Revolution’: a service offering that adds differential value to the shopping experience and substantially increases margins.
Success stories of Madavi
Find out how our solutions have generated extraordinary results.
Grupo TSK
The TSK Group’s mining business unit, PHB Weserhütte, sought to improve the trinomial in its projects: profitability, deadlines and customer satisfaction.
Eroski – Grateful Sale
Improve the sales capacity of customer service people. Enhance their commercial skills and attitudes to achieve greater results, while increasing customer satisfaction.
Gen TROPS
Promote a cultural change that allows the cooperative to be taken to another level, a highly attractive culture both for current farmers and to attract new producers. A culture that consolidates Trops as a market leader.
Red Eléctrica
Red Eléctrica de España needed to accelerate the development of its strategic infrastructure plan at three times the usual pace to support the energy transition.
The result was exactly what Red Eléctrica was looking for: the strategy is being successfully implemented and the infrastructure plan is progressing as planned.
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