Omnichannel & customer experience
Focusing on customers is a major challenge for companies. Improving customer experience and offering an omnichannel vision have become essential levers for building loyalty and increasing revenue.
Mikaël Pichavant
Senior Partner (Paris) | ENSTA
Xavier Brucker
Partner (Paris) | Polytechnique MIT
Mourad Amarouche
Partner (Paris) | Ecole Polytechnique Alger & Paris-Dauphine University
“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
ENSTA
Mikaël began his career in 1998 at Pea Consulting. After 3 years’ experience in Chain Design, he specialized in Supply Chain and leads both performance improvement missions, in warehouses or factories, and strategic missions to define master plans. He is specialized in retail and e-commerce since the early 2000s and also manages digital transformation offers. Mikaël co-founded the Operations practice in 2010.
Xavier Brucker
Polytechnique MIT
A graduate of Ecole Polytechnique (X 1996), Telecom ParisTech (2001) and the Massachusetts Institute of Technology (MIT 2002), Xavier combines several international experiences with industry companies and start-ups. After a career in strategy consulting, he led a major defense program at Safran and then became director of the e-commerce and payments division of EquensWorldline. Xavier then spent several years in California, in the heart of start-up companies in Los Angeles and Silicon Valley. Upon his return to France, Xavier joined a Fintech start-up, which he supported in its growth. Today, within Mews Partners, he develops offers related to data science and artificial intelligence, which have become a real strategic challenge for industry and services. Furthermore, he writes on the topic of the scaling up of AI and smart factory in the blog of the experts from l’Usine Nouvelle.
Mourad Amarouche
Ecole Polytechnique Alger & Paris-Dauphine University
Graduated from Polytechnic School of Algiers (2009) and Paris-Dauphine University (2010), Mourad started his career in industry at Schneider Electric and PSA before joining Metis Consulting. He has worked internationally on numerous logistics master plans, design and implementation of automated warehouses. Experienced in leading large-scale warehouses projects, Mourad joined Mews Partners early this year (2021) to support our clients in the preparation and implementation of their new generation distribution centers.
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.