Patrick Guimet is the Head of Customer Relations for the flagship brands of the Casino Group (Monoprix, Naturalia and Monshowroom). This “legacy” company is a leader in the convenience store sector and is present across French territories.
As the Head of Customer Relations, Patrick opens up about some of his key issues:
- Customer dialogue occurs through home delivery, a key moment in the customer experience and engagement process. Home delivery is at the heart of e-commerce digital strategy, representing 15% of the company’s total sales revenue.
- Customer listening is a key concern instilled in every one of the network’s teams, an issue raised by the Group's "Insights" division.
- The optimisation of customer satisfaction and loyalty includes the Net Promoter Score (NPS) and the Critizr customer feedback platform.
Patrick’s advice when launching a customer listening project:
- Don’t imitate your competitors—instead, serve your company by identifying its actual needs.
Monoprix’s customer experience challenges for 2018:
- Following the initial launch of customer listening in 2014, the project was made widespread in 2017 and is now entering the final stages of deployment.
- The latest challenge is to ensure that customer listening practices are adopted by all teams so that they become an integrated aspect of the company’s managerial culture.
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