Pagamon supports a manufacturer and distributor of building materials to create and launch its Customer Experience program

Project outline

  • Customers are more and more autonomous and demanding, customer experience becomes essential in the buying process
  • The stakes are to reduce the role of the product in the commercial performance, which is a big change for an industrial player with an industrial culture where the product have always been the prevailing element

Project approach

  • Definition of the job and missions description for the Ambassadors of the Customer Experience in each country and creation of the associated roadmap on 3 maturity levels: basic, intermediate and advanced
  • Creation of an assessment questionnaire to gauge the maturity level of each country and to understand its N+1 ambition on 4 main pillars: Customer Journey Mapping, Preferred brand, Voice of Customer and Employee engagement
  • Creation of a toolbox with summary sheets and more detailed tools: NPS, Customer Journey Mapping, role play / cards game on Raise the awareness, Employee Satisfaction survey, Close the loop process, Interviews Best practices, Executive Committee template,  …)

Results

  • Drawing of several pedagogical and ready-to-use guidelines and tools to be deployed
  • Implementation of KPIs for the Ambassador of the Customer Experience program in each country
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