Areas of activity
Customer experience map | Internal brand culture | Customer service and attention
Challenge
With over 1,700 shops, both company-owned and franchises, in over a hundred countries, managing the shops and transmitting the brand values to the over six thousand people who work in them is a daily challenge for MANGO, who seeks to offer quality customer experience that is consistent with its strategy at each of its points of sale.
In order to standardise the transmission of the brand values and the management processes at the points of sale, we recommended creating a series of manuals that would serve as a point of reference for shop staff. In keeping with this strategy, we defined and designed the different manuals, which detailed all the aspects required to manage the shops correctly. Among other aspects, the manuals placed great importance on the brand values and their transmission by means of customer service.