Context & challenge

In a changing market (electrification of machines, competition between DIY stores, green transition, connected machines, birth of e-commerce, etc.), sustain and develop Stihl's leadership in France on its BtoB and BtoC segments.

Methods

Combination of 4 methodological approaches:
1/ operational Human-Centred Design pilots to boost performance on market segments
2/ coaching/mentoring the teams to keep pace with change
3/ CX audit, benchmark, recommendations and definition of the priority work areas
4/ definition of new indicators and implementation of measurement barometers

Solution