Lacoste improves its customer and employee experience thanks to its "Retail Academy"

About
this company

Retail
Industry sector
10000
Employees
120
Countries

Context

In 2014, Lacoste launched its "Retail Academy", a corporate university that uses Talentsoft technology. The goal is to develop an internal training program based on four major themes: the brand, the product, customer experience, and management.

Challenges

  • Offer a unique and unified Lacoste experience across the globe
  • Train store employees who don't have access to a computer workstation
  • Create experts in content production
  • Immerse employees in the company's brand
  • Follow-up detailed reports on use and acquisition to facilitate deployment in each country

Results

  • Increase in employee engagement, according to the latest motivation survey carried out internationally
  • Decrease in employee turnover, with a rate below the industry's average
  • Improved customer experience: significant increas in "Net Promoter Score"
  • Increase in customer satisfaction: imrpoved results form "Mystery Shopper" operation
  • Lacoste chose LMS & LCMS: 80% participation rate (90% in Asia, 75% in Europe)

Products

More information on the applications used by this customer.

LCMS

LCMS

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Use the industry- leading feature set of Talentsoft Learning Content Management System to easily create and manage mission critical learning content. From rapid learning to serious games, create highly personalized content to develop each employee.

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LMS

LMS

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Keep your talents engaged through a unique and limitless training process. Talentsoft LMS allows you to easily deploy your training contents while encouraging interactions and knowledge sharing among your employees, to develop their competencies anywhere, anytime.

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With the the implementation of Talentsoft LCMS and LMS, we've noticed a major increase in our employees' engagement, employee turnover rate that is well below the industry's average, and improvements in customer experience and satisfaction.
Isabelle Damour
Lacoste Academy Retail Director — Lacoste
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