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.​

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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