The primary goal of the workshop was to provide a platform for a deep understanding and transformation of the customer experience at Mr. Bricolage, aimed at ensuring long-term customer loyalty and satisfaction.
Specific goals of the workshop included:
- Achieving a common understanding of customer needs and expectations.
- Creating models of key customer interactions within the store.
- Formulating strategic priorities for the development and optimisation of contact points.
- Building commitment and a shared vision within the team for the new customer experience.
Target audience:The workshop was targeted at the management and operational team at Mr. Bricolage in Plovdiv. Participants included individuals responsible for various areas of the store, with the aim not only of identifying challenges in the current service but also of proposing innovative solutions.