How to develop a service strategy at the cosmetics company?

Real cases and real numbers. A European cosmetics company approached 4Service to develop and implement a new service strategy for 2022-2024.

Goals:

• Increase customer loyalty
• Increase repeat sales
• Improve the company's image in the market

Objectives:

• Study domestic and international experience in applied service strategy
• Develop new service standards
• Implement updated standards
• Train staff

Stages:

1. Research:Study of internal documentation and existing service standardsMeasuring expectations from service standardsStudying existing service standards in the retail networkExpert assessmentOnline surveys of customers (600+) and employees (240+)In-depth interviews with clients (20+) and employees (20+), top managementDesk researchCo-creation with the Customer's team, expert assessment

1. Redesign:Development of new service standardsImplementation of updated standards
2. Training:Training the Customer's teamSeminars and a series of consultations

Results:

• A new service strategy for 2022-2024 was developed
• A new system of employee training and KPIs was developed
• Customer loyalty has increased
• Repeat sales have increased
• The company's image in the market has improved

Client's feedback:

"Thanks to cooperation with 4Service, we were able to significantly improve the quality of service for our customers. This has led to increased customer loyalty, repeat sales and an improved image of our company on the market. We recommend 4Service to everyone who is looking for a partner to develop and implement a service strategy."

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