Omnichannel & customer experience | Mews Partners

Mikaël Pichavant

Senior Partner | ENSTA

Charles Turri

Partner | Mathematik/Finanzwesen

“Since the intensification of e-commerce, we have supported the transformation of companies from a product/service vision towards a customer-oriented vision.”

Mikaël Pichavant

Senior Partner | ENSTA

Mikaël Pichavant begann 1998 bei Pea Consulting. Nach drei Jahren im operationellen Umfeldder Lieferkette, spezialisierte er sich auf die Lieferkette und leitete Performanceprojekte (Lager und Fertigung) sowie strategische Projekte, in denen es um die Definition von Leitlinien ging. Herr Pichavant ist seit Beginn der 2000er-Jahre auf Einzelhandel und E-Commerce spezialisiert und ist für die Lenkung des Angebots im Bereich digitale Transformation verantwortlich. Weiterhin zählte er 2010 zu den Mitgründern von Mews Operations.

Charles Turri

Partner | Mathematik/Finanzwesen

Charles Turri ist Diplommathematiker und Finanzspezialist und war zunächst zehn Jahre lang bei Axelboss Consultants tätig. Im Anschluss daran arbeitete er drei Jahre lang bei dem auf digitale Services spezialisierten Unternehmen Open und zwei Jahre bei PEA Consulting. 2014 kam er zur Mews Operations, wo er seine Erfahrung aus internationalen Supply-Chain-Projekten sowie seine Sektorkenntnis aus Einzelhandel, Pharma und Industrie einbringt. Herr Turri ist auf Prognose und Planung spezialisiert und lehrt darüber hinaus seit 2003 an der Universität Paris-Dauphine, derzeit im Rahmen des Master 2 in der Fachrichtung Supply Chain.

Sales and distribution processes must become interactive with the customer. It is no longer enough to propose a solution, it should be adjusted to the customer’s wishes in order to offer more than just a product or service.

The product itself is no longer differentiating. It can be found very easily in multiple channels. Manufacturers and retailers must therefore innovate by offering a unique customer experience that can be expressed in different ways:

  • product customization
  • additional service beyond the product
  • purchase convenience/omnichannel product return…

Understanding the customer’s expectations with regards to experience must become an essential phase in the market launch of a product.

55%

omnichannel customers

2/3

loss of customers for bad service

7

Digital Retail Clubs

Omnichannel: a lever for customer satisfaction

Omnichannel consists in offering the customer a variety of access to your products/services while having a seamless experience across the various channels: phone, store and internet. Omnichannel has two main assets: by making the consumer’s life easier (it improves their satisfaction and therefore their loyalty to your company) and by establishing a direct relationship between you and them (you can exchange key information, without any prism). This will improve the product, services and marketing you are offering.

Retailers and manufacturers are impacted

Improving customer experience and implementing an omnichannel strategy are not just for retailers. There are many stakes for the industry: connect with the consumer to get feedback on products, better know their habits, facilitate the aftersales service, propose customizations are actions that enhance fidelity and turnover.

Customer vision at the heart of our approach

Our methodology: support you in the definition of your omnichannel strategy, decline it into pragmatic projects and place the customer experience at the heart of the design of these projects.

1

Define the stakes of your omnichannel strategy

Working with business directors and general management allows to identify opportunities and wishes of evolution. Feedback from Mews Partners and market watch adds value to exchanges and brings out a strategic direction for the omnichannel management.

2

Define the roadmap to reach the objectives

We identify subjects/topics to be carried out in order to reach the defined omnichannel roadmap, while evaluating impacts on organisations, processes and information systems.

3

Choose the appropriate partners and technologies

We identify the technologies and partners that  can respond to business issues by taking into account their maturity, impact, and implementation effort.

4

Design projects, driven by customer experience

We support you on the design of the target processes by putting the customer experience at the heart of the stakes.

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