Incremental sales through process improvement in customer service.
Incremental sales through CX Improvement Initiatives.
Touchpoints designed along the Customer Journey Map.
A leading convenience store chain in Latin America partnered with Sintec Consulting to build a Customer-Centric value proposition and revolutionize the shopping experience. By mapping end-to-end customer journeys, identifying key pain points, and leveraging advanced data-driven segmentation, they redefined their CX strategy. This transformation not only strengthened customer engagement but also drove significant sales growth and improved retention, enabling the company to better align its offerings with customer expectations and market demands.
“Understanding the customer was just the beginning—reshaping their experience became the real challenge.“
Facing the need to develop a truly customer-centric value proposition, the company encountered significant challenges in redefining the consumer purchasing experience. The lack of precise segmentation and characterization of the end customer hindered the ability to interpret their needs effectively. Additionally, identifying critical pain points within the Customer Journey and prioritizing key initiatives within the newly established Experience Management area became essential to ensuring a seamless and impactful transformation.
The retailer partnered with Sintec Consulting to transform its business model toward a Customer-Centric approach. Through structured analysis and key initiatives, the company enhanced customer experience and strengthened its market competitiveness.
The implementation of key initiatives to enhance customer experience has led to highly impactful results. The Customer Journey Mapping by client type and the assessment of the company’s readiness for a Customer-Centric model enabled the creation of a comprehensive improvement roadmap. Conducting over 2,500 customer surveys and identifying key segments allowed for a more tailored experience, resulting in a 7% increase in sales by correcting service processes and a 9% increase in sales through the implementation of CX improvement initiatives.
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