Customer Experience Strategy
Gisou by Negin Mirsalehi, is a bee based hair care line building a flawless CX strategy from within the community of millions of followers. Leader in the European beauty industry, Gisou is known for its high-quality, luxurious products and innovative formulas.
Despite its success, Gisou was facing a problem with providing an omnichannel customer experience to its community. Customers were struggling to find the information and support they needed, whether they were shopping online or in-store.
We approached the project with a focus on building Gisou's CX strategy & vision. By creating dedicated customer and care departments, and implementing new technologies and processes to improve service and experience. With highly trained staffed and experienced professionals, these teams were responsible for providing personalized support and assistance to customers, whether they were shopping online or in-store. With Gisou, we identified new technologies and processes to improve service and experience. This included implementing a CRM system to manage customer interactions, and introducing new digital tools to improve communication and engagement with customers.
A wonderful project where we combined our retail, audience and hospitality care aspects into one. Customers were able to find the care and support they needed, and reported feeling more satisfied and valued as customers. As a result, Gisou experienced increased customer loyalty and sales. With Gisou, the community is provided by thousands of customers daily with impeccable service, content and products.