Featured Industry: Retail
Since 1836, La Redoute has made French style accessible to all as a multi-line retailer specializing in ready-to-wear apparel and home décor. The client’s e-commerce site has more than 7 million visitors monthly. The company operates in 26 countries and has more than 10 million active customers.
A partner of Extens Consulting since 2015, La Redoute joined Extens to reinvent their customer experience management by transforming their model. The client knew they need to enhance their customer journeys and consolidate their technical tools.
Extens worked with the client to help them think differently about their customer journeys. They used ease as the filter and associate perspective as the input.
Enable autonomous, empowered employees
Remove complexity in managing customer journeys
Defined objectives in terms of customer experience management
Leverage workshop approach across several countries in Europe to fully understand needs and expectations
Implemented a caring customer experience model power by a new CRM
Reduced client’s CRM tools from 7 to 1
Improved web score 91%
More responsive and user friendly for associates, faster resolution for clients