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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.
Visits
3
Conducted expert visits to assess brand performance.
Audits
12
Audits executed across locations.
Recommendation Categories
4
Recommendation categories created to address painpoints.
Quick Facts
The project’s scope focused on elevating Versace’s customer experience in franchise-owned stores across a single country.
Each quarter, we executed 3 expert visits per brand, totalling 12 audits throughout the program. These visits aimed to ensure a structured evaluation of customer experience, focusing on the brand’s performance within individual stores.
Contributors
Context, Approach & Methodology
We approached each visit with the intent to assess critical journey stages, from planning to departure, determining how effectively Versace stores aligned with customer expectations. The purpose was to uncover areas where operational excellence could be achieved, ensuring the brand’s success in delivering a premium experience. Our analysis focused on enhancing products, services, decision-making, and customer retention through a mystery shopping framework.
Groundwork
During each visit, we meticulously defined dates, scenarios, and timings. We analyzed the journey stages to identify and understand both pain points and successes across planning, arrival, exploration, selection, trial, and departure. The mystery shopping process provided invaluable insights, including:
- Improved decision-making through real-time store data.
- Streamlined operations and recommendations tailored to each store’s specific needs.
- Increased customer retention by identifying opportunities to enhance the in-store experience.
- Resolved brand crises before they escalated, ensuring Versace’s image remained intact.
Throughout the three visits, each journey stage was graded on a scale of 100%. Our audit revealed critical areas where significant improvements could be made, particularly in staff engagement, product presentation, and customer service delivery.
- Planning Stage: Improvement opportunities in pre-visit communication and customer expectations.
- Arrival Stage: Pain points included welcoming standards and first impressions upon store entry.
- Exploration & Selection: The store layout and ease of navigation were evaluated, highlighting areas where product categorization could be clearer.
- Trial Stage: Staff engagement in offering assistance during product trials was graded.
- Departure Stage: Pain points were found in checkout and farewell practices, emphasizing the need for improved customer exit interactions.
Results
Following the audit, we crafted detailed actionable recommendations tailored specifically to Versace’s customer journey. The recommendations addressed the following:
- Grooming Standards: Ensuring staff appearance aligned with luxury brand expectations.
- Staff Proactivity & Assistance: Encouraging team members to take an active role in customer engagement.
- Product Knowledge & Choice Assistance: Training staff to provide expert advice and personalized recommendations.
- Product Presentation: Improving the in-store display to enhance the customer’s experience and ease of product discovery.
Project Samples
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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
Vice-President
The team is extremely trustworthy. Meeting the deadlines, always proposing improvements and great attitude.
Fernando Sanchez
SVP Innovations
Very proactive & patient experts. Always excellent outcome. Loved working with them.
Ahmed Elsaadi
CX Director
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.