![]() ![]() ![]() These important indicators in the Chocolats Favoris niche are not likely to change over time, since consumers have similar expectations in terms of customer service.īy contrast, the measurement used to compare performance between points of service tends to evolve over time. ![]() In the case of a company that offers a fresh and edible product, indicators inevitably include satisfaction with wait times, service efficiency, employee courtesy, product quality, store cleanliness, in-store ambiance, etc. Leger and Chocolats Favoris worked to develop a questionnaire assessing important indicators for the in-store customer experience. This summer, a product was changed on their summer menu after a few weeks, in part due to customer feedback from surveys. It’s no accident that Chocolats Favoris’ products are adopted so quickly by their clientele, since the company takes the time to read all their customers’ comments. If we have learned anything at Leger, it’s that Quebecers really love to give their opinion on their customer experience, whether positive or negative. Since the program was implemented, all customers have had the opportunity to comment on their last in-store experience through an invitation on their sales receipt.įor Audrey Boisvert, Sales Director at Chocolats Favoris, Leger’s VoC tool certainly helps to understand customer appreciation, but it also takes a real-time pulse when a new product is launched. How do you measure overall customer satisfaction? How do you ensure that clients are always satisfied with their experience, regardless of the point of contact? How do you have a direct link with customer service? To answer these important questions for Chocolats Favoris, Leger implemented a VoC (Voice of the Customer) program. To address this challenge, Chocolats Favoris collaborated with Leger to measure real-time customer satisfaction with all the chocolate shop’s stores and points of service. Measuring to Improve and Grow Successfully No matter where they are, they expect the same service quality and a similar customer experience. The customer does not care whether a company is growing or not. In addition to marketing, you need to think about training personnel, maintaining consistency in the service offered, inventory management and passing on corporate values. This is the challenge of all growing companies: how to offer the same service quality, while increasing service volume. It’s Quebec chocolate’s turn to conquer the world!īefore embarking on such a challenge, the first step is to manage growth and ensure the quality of the service provided to customers. Now, nearly fifty stores are operating across Canada, from one end of the country to the other. Founded in 1979, some thirty years later (in 2013 to be exact), the company implemented an expansion strategy by progressively opening several points of sale across Quebec, and more recently, the rest of Canada. The story of Chocolats Favoris is one of a kind. Since 2015, Leger has been working in partnership with Chocolats Favoris in order to assess and improve the in-store experience of Chocolats Favoris customers across Canada. Leger presents its series “There is a little bit of Leger in the success of…”: a collection of exceptional client case studies revealing the hidden side of market research. We decided to offer you even more with a unique coating offer : no less than 12 real chocolate flavors are now available both in coating for your ice cream and for a fondue ready to take home! Whether you are driven by the subtle taste of dark chocolate or you have a preference for silky smooth milk chocolate: all your senses will seek to appreciate the nuances: its color, its shine, its original or classic presentation, its subtle and intoxicating aroma, its intense flavor and long aftertaste when in your mouth. It was in 1996 that we moved in a magnificent ancestral home of Old Lévis and launched a revolutionary product: the soft ice cream dipped in real chocolate! With a recipe that remains exclusive to Chocolats Favoris even today, success is such that it attracted people from all over and launched the reputation of our company to new heights as the chocolate destination. From small chocolate manufacturers we became master chocolatiers and we are now recognized as leaders in the chocolate world. Then, over the years, our craftsmen begin to develop more and more new products on the basis of European know-how and adapting them to the taste of the people here. The store then had only three employees and specialized primarily in the manufacturing of Esater chocolate. In 1979 we open the doors of our small handcrafted, handmade chocolate factory on St-Joseph Street in Lauzon to create jobs for the family. ![]()
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