“Smith+Co helped us re-assess the service we were offering our customers and identify opportunities for improving customer satisfaction, by moving from a service based model to providing an ‘experience’ across each consumer touchpoint. They helped us develop a process to identify which parts of the consumer journey we should dial up through a series of benchmarking and research activities; supported in the development of the training cascade and the development of the KPI’s to measure the success. Through this process we have developed a programme across all our brands for national roll-out”​

Chris Good - President UK and Ireland, The Estee Lauder Companies

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