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.
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Design and implement a unique management model that enables management’s strategy to be translated quickly and effectively to the customer touch point, creating a competitive advantage that is difficult to imitate.
Key metrics focused on customer experience, loyalty, sales, share and margin.
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Define and implement an employee experience that enhances Artiem’s ”Fresh” culture, making it tangible in every interaction, both among its collaborators and with customers, and aligned with its vision of Fresh People, Fresh Profit, Fresh Planet.
Eroski – Fresh section
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Welleda
Weleda sought to design strategies to increase sellout as a way to increase sales.
As a natural cosmetics company committed to responsible, ethical and ecological production, it wanted to better understand its customers and optimize internal ways of working to maximize the impact at the point of sale, reinforcing its value proposition.
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