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Challenge

INDITEX, leader in the fashion sector, comes to KISS Retail to contrast various projects.

Review and development of Omni-Channel strategies to improve the Customer Experience of all the Brands of INDITEX: ZARA, Pull&Bear, Bershka, Massimo Dutti, Stradivarius, Oysho, ZARA Home, Uterqüe.

Assessment of new concepts and improvement of the customer experience in online and offline stores.

Optimization of store operations.

Solutions

Complete audits of the different customer journeys in both physical and online stores and in various countries, to identify areas of improvement in the customer's brand experience.

Various research with clients as well as inspiring best practices and omnichannel strategies worldwide, and in multiple sectors.

Audits of both front and back office store operations to improve the customer experience at the point of sale, the work experience of employees, as well as the efficiency of internal procedures.

Results

KISS Retail has been collaborating with INDITEX since 2012, researching and providing knowledge of customers, identification of the best retail practices at a global level, as well as advice in various strategic areas of the business:

  • Customer experience
  • Retail Mix
  • Omni-Channel
  • In-store Operations

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