Shifting mindset
from Transactions to Relationships
BULGARI
Bulgari approached us to develop a highly interactive, inspiring and bespoke workshop to help their global retail management team shift mindset from transaction to customer relationship, even with the youngest, apparently less promising customers. Requirements were to inspire people in adopting omni-channel behaviours and using existing clienteling tools in a personalised way.
CHALLENGE
SOLUTION
We worked with Bulgari Retail Excellence, CRM, Marketing and Training stakeholders for a period of six months to develop a session that dived into the needs and behaviours of the connected customer and explored clienteling techniques, putting them into practice through role-play and group-work activities.
The workshop was delivered at the Global Store Managers conference held in Rome in January 2017 to more than 320 retail stakeholders. The sessions challenged old assumptions, opened possibilities and provided the organization with precious insights into the managements needs. The workshop constituted the basis for a new Clienteling training delivered to Bulgaris sales associates around the world.
OUTCOME
Driving Growth by thinking Customers rather than Cases
Laying the Foundation for Digital Transformation
Bringing a DTC Mindset to traditional Interior Design