New customer experience strategy for Veho

With an ambitious new customer experience strategy in place, Flock was tasked with building and implementing a replicable coaching and implementation plan to execute the strategy, first at Veho's Olar location in Finland and then at other Veho stores. The objective was to achieve a clear level-up in the customer's entire customer journey, to introduce new practices in customer experience management and to inspire the staff to implement the strategy.

The work started with baseline data collection, observations and interviews. For the training sessions, a practical package of materials for implementation and management was developed. The end result was a jointly agreed implementation plan and monitoring tools.

Our partner Peace of Mind Services Oy was responsible for the training sessions.