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Office
601 Burj Al Salam, Trade Center, Dubai
Transforming Businesses
Our Impact in Numbers
Our services have helped numerous companies achieve significant improvements in customer satisfaction, revenue growth, operational efficiency, employee productivity, and customer retention. With a track record of delivering results, we are committed to transforming businesses.
Brands
12
Including Swarovski, Faces, Michael Kors, Level Shoes, Dolce & Gabbana, Tory Burch, MaxMara, Ghawali, Tanagra & others
Group Solutions
3
Group CX Toolkit, Group CX Audit Approach, Group CX Academy
CX Function
1
A group CX function & governance model set up
Quick Facts
Quick Facts
In 2019, Chalhoub Group invited us to help them transform the internal culture and infuse the "design thinking" into the day to day routine of brands in fashion and beauty.
Chalhoub Group is one of the largest fashion and beauty retail groups.
The main group is the leading partner of luxury, fashion and beauty in the Middle East through three types of activities: distribution, regionally and locally in 8 countries; retail, with over 750 stores; and marketing services. Some of Chalhoub's joint ventures include Louis Vuitton, Dior Couture, Sephora, Fendi, Puig, Celine, Givenchy, Louboutin, and Havas.
Some of the group's retail franchises include Saks Fifth Avenue, Loewe, Carolina Herrera, Swarovski, Lacoste, and Michael Kors.The distribution franchise includes L'Oréal Luxury.
The full scope of engagement that included multiple sections including a CX Academy, Toolkit Intro, Journey Mapping, Customer Experience Vision, Research of Customer Archetypes etc.
A framework that was used was built for Chalhoub Group & its brands providing with a toolkit that can be used to understand, map & design experiences.
Contributors
Context, Approach & Methodology
- The group created and is operating several retail own-concepts, including Level Shoes, spanning 96,000 square feet, with 40 designer boutiques; and department store Tryano and has acquired Christofle.To launch a group-wide CX Initiative we were tasked to develop a tailored to Chalhoub's needs and bespoke customer experience framework, aimed at:
- Providing a toolkit for brands
- Educating brands on how to use the toolkit
- Improve an understanding of CX within the group
- Bring up CX Champions across beauty and fashion
- Create a task force for group-wide CX activities
- Design new customer experience vision
- Design as-is and future experience journeys
- Research customer experience archetypes
- Create a plan of action
The Groundwork
- We engaged on a 6 months journey that started with CX maturity assessment, CX journey design and understanding of archetypes across the set of brands in Chalhoub Group. We worked closely with the new group customer experience function supporting its growth and development with tools and processes, methodologies development and ongoing operational support.
The Results
- New Function
- We have helped to build and launch a new CX function in Chalhoub Group with its very own tools and frameworks.
- New Toolkit
- We have provided with a full A-Z toolkit that can be used by teams across the group for DIY experience design exercises.
- New Thinking
- Across two group pillars and 10 brands we have transformed the way people used to think about customers and their experience.
Project Samples
A few examples of our the work we have delivered
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Experience Echoes
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Satisfied Clients
Hear what our clients have to say about our customer experience projects
You can always expect the best from team Renascence. Hard working. Always share their opinion and recommendations with respect. I really appreciate that as a client.I enjoy bouncing ideas with them.
Ilaria Buonpane
Head of CX
Their passion for CX and drive towards research and innovation leads to unique and relevant methodologies that result in high quality findings. Teams and stakeholders always enjoy interacting with them.
Gregoire Charpe
VP CX
From the beginning they felt like an extension of my team, working alongside and independently engaging stakeholders as well as the supporting functions surpassing my expectations.
Alex Davies
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The team is extremely trustworthy. Meeting the deadlines, always proposing improvements and great attitude.
Fernando Sanchez
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Very proactive & patient experts. Always excellent outcome. Loved working with them.
Ahmed Elsaadi
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Great, effective team that goes extra miles and provides great service. Very professional & friendly.
Asma Ben Salah
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FAQs
Few questions we frequently encounter in regards to customer experience consulting
What is customer experience consulting?
Customer experience consulting involves helping businesses improve every interaction a customer has with their brand. Consultants analyze customer journeys, identify pain points, and implement strategies to enhance satisfaction, loyalty, and overall customer experience.
Why is customer centricity important for businesses?
Customer centricity focuses on creating positive customer experiences at every touchpoint. It is crucial because it leads to higher customer satisfaction, loyalty, and retention, ultimately driving business growth and profitability.
How can customer experience consulting benefit my business?
Customer experience consulting can benefit your business by providing expert insights into customer behavior, identifying areas for improvement, and developing tailored strategies to enhance customer satisfaction, increase loyalty, and boost revenue.
What are the key components of a successful customer experience strategy?
A successful customer experience strategy includes understanding customer needs and preferences, mapping the customer journey, implementing personalized interactions, gathering and analyzing feedback, and continuously improving processes based on data-driven insights.
How does customer feedback play a role in customer centricity?
Customer feedback is vital for customer centricity as it provides direct insights into customer experiences and expectations. By collecting and analyzing feedback, businesses can make informed decisions to enhance their services and products, leading to better customer satisfaction.
What tools and technologies are used in customer experience consulting?
Tools and technologies used in customer experience consulting include customer relationship management (CRM) systems, customer feedback platforms, journey mapping tools, analytics software, and artificial intelligence (AI) for personalized experiences.
How can businesses measure the success of their customer experience initiatives?
Businesses can measure the success of their customer experience initiatives through key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Customer Effort Score (CES), customer retention rates, and revenue growth.
What are common challenges in implementing a customer-centric culture?
Common challenges in implementing a customer-centric culture include resistance to change, lack of alignment across departments, inadequate customer data, insufficient training for employees, and difficulty in measuring and analyzing customer experience metrics.
How can personalization improve customer experience?
Personalization can improve customer experience by tailoring interactions, offers, and communications to individual customer preferences and behaviors. This makes customers feel valued and understood, leading to increased satisfaction and loyalty.
What role does employee training play in customer experience consulting?
Employee training is crucial in customer experience consulting as it equips staff with the skills and knowledge to deliver exceptional service. Training programs focus on understanding customer needs, effective communication, problem-solving, and fostering a customer-centric mindset.