Improve Customer Experience in Retail: FNAC's Case

We invite you to FNAC behind the scenes!  Find out how this retailer works the different aspects of their operation to improve the customer experience every day. FNAC's success story told first-hand! We share the teams' routines, their improvement model and the employees' empowerment.

We share insights on:

  • The management routines of the shop teams
  • The customer service approach
  • The employee training programme
  • The leaders' involvement
  • The results of the improvement initiatives implemented
  • The organisation-wide improvement model

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