Globus: retail service champion

Service like in a grand hotel – from the stores to the service lounge, and on to the webshop, the app and the new customer service team: Switzerland’s most exclusive department store makes it possible. How? Michael Klötzli, Head of Customer Experience & Operations at Globus, shares the secret.

Michael Klötzli, Head of Customer Experience & Operations at Globus

What does being a service champion mean for Globus?

The service excellence we have honed for 125 years in the stationary business is to be transferred and continued in the online business. The focus is on the customer, who is our guest and should receive a grand hotel level of service. Customer expectations are correspondingly high.

How do you ensure this premium customer experience at all touchpoints?

For one thing, technically, with unified telephony and central CRM, which sales staff now can see on their screens as a mobile version. The digital assistants enable us to excellently serve customers at all touchpoints. The second success factor is the human being, the employee, who needs to acquire additional skills pertaining to the role of host.

“The digital assistants enable us to excellently serve customers at all touchpoints.”

Michael KlötzliHead of Customer Experience & Operations at Globus

How do you prepare employees for service excellence?

For the service center, we recruited employees from the sales floor who are best familiar with the Globus shopping experience. A further important step into the digital world is Globus Inside, an app we use to break down the hierarchical transfer of info in favor of a community setup. We also invest in employee empowerment with an eye towards attaining the greatest possible rate of first contact resolution. Our customers are the ones who tell us whether our measures are working. We survey them to better understand them and then to improve processes in many small steps and hard work – always with the goal of providing a premium customer experience in mind.