Revolution Fnac
The challenge
FNAC sought to increase the sale of value-added services, in a highly competitive environment, with the aim of improving margins.
How we did it
To achieve this, FNAC set out to transform its point of contact with customers, focusing on improving the shopping experience and integrating services as a fundamental pillar of its offer.
We focused on the region with the highest sales volume, the northeast, involving all the people in the shops in the process, who were the real protagonists.
In person, we designed the necessary strategies to implement them on a day-to-day basis with the team.
We implemented these strategies through regular sessions, both online and face-to-face, using the Expansion Circle method: we analysed the best practices in the sale of services in order to extract lessons learned and replicate their success. An approach based on trial and error.
Throughout the process, we highlight FNAC’s unique DNA, reinforcing the values that already set them apart and enhancing their team spirit.
The impact
A more cohesive team aligned with the objectives of selling value-added services, generating more value for customers compared to online shopping. The project ended up being called the ‘FNAC Revolution’: a service offering that adds differential value to the shopping experience and substantially increases margins.
Success stories of Madavi
Find out how our solutions have generated extraordinary results.
Massimo Dutti
Massimo Dutti wanted to boost its growth in the face-to-face channel through Style Advisors. To achieve this, they sought to revolutionise this new figure, which is key to the customer experience.
SONAE
To bring an innovative approach that is scalable for the group’s 361 shops and 25,000 employees. SONAE MC wanted to transform its culture and customer relations, with the aim of increasing sales, improving employee and customer satisfaction.
Fast Track Asia
Accelerate the expansion of Botify in Asia, one of the companies in which Fast Track had invested.
ACCIÓ
ACCIÓ needed to transform itself to consolidate its leadership in business services and create an environment where talent could flourish and change could be implemented quickly and effectively.
A key aspect of this challenge was to actively engage all levels of the organisation in the transformation.
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