Targeting cross-channel development opportunities
Given the scope and diversity of cross-channel services offered by the market, our client wanted to better target and prioritise its development activities around improving sales.
The case involved both benchmarking and targeting services tailored to its strategy and then evaluating the Return On Investment for each.
We support your ‘customer experience’ projects
We conducted a benchmarking study of cross-channel services, their maturity in the market and their impact on customer satisfaction.
The development outline was then created with services levels targeted at each step.
We built business cases around the different possibilities in terms of concept stores but also in terms of the evolution of sales professions.
We analysed the Return On Investment and the potential impacts on the organisation and created a 5-year development plan.
350shops in France
30services and technologies scanned
4 millionsunique visitors per month
Offer and Customer Experience
in other business sectors