Clients / Massimo Dutti

Massimo Dutti - Style Advisors

The challenge

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.

How we did it

We designed and facilitated a Summit that brought together Style Advisors from across Spain and Portugal, representing Massimo Dutti’s global shop system.

During the event, the figure of the Style Advisor was elevated by analysing the best customer experiences that each of them had created and made customers experience. The aim was for the exceptional to define a way of doing.

It was a collaboration in which the talent of the Massimo Dutti team shone through and generated innovative initiatives to take the customer experience to another level.

“To expand the figure and function of Style, we are working on some days that are surprising us. We are getting to know each other and we are reaching very interesting meeting points and knowledge.”

Carlos

Style advisor + Team manager | Massimo Dutti

"What has happened here has been magic, I think it is a word that has always been repeated throughout the session and has served to put everything together to create that magic and create that magical position of change"

Rafael Montilla de Barros

HR dpt | Massimo Dutti

"If all advisors move towards this shared dream, we can deliver an even better client experience than we are already doing"

Samantha Chávez

HR Training Manager | Massimo Dutti

The impact

The event generated a great deal of enthusiasm and, above all, established a clear and shared vision of the true potential of Style advisors.

Success stories of Madavi

Find out how our solutions have generated extraordinary results.

Eroski – Customer Experience

The challenge was to become the best chain in customer satisfaction. We rephrased it as ‘to be the best chain in customer and employee experience’, as the former is impossible without the latter.

In just six months, customer satisfaction in the pilot shops (300 employees) went from 68% to 83%. These metrics led to the project being scaled up to 28,000 employees.

Friselva

Friselva sought to engage its 1,000 workers in a reflection process to optimize operational processes, while fostering a deeper connection between people and an authentic understanding of their motivations.

Eroski – Fresh section

The client’s objective was clear: increase market share, improve margin and reduce shrinkage in the fresh product sections, since they are the areas that most attract customers and benefit the rest of the sections.

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.

CONTACT US

What goals do you want to achieve?

Tell us about it, and you'll get it.