Implementing a global service concept

In 2015 Marimekko continued to internationalise. As its operations expanded, the need for consistent operating practices came to the fore. “We wanted to develop and implement global operating models for all Marimekko shops. By standardising operating practices, we were aiming for improved sales and a consistent brand message. We want to offer our customers an even better customer experience and our staff a personal training programme based on Marimekko’s customer and brand experience”, says Marimekko’s Head of Global Retail, Aleksi Routama.

Customer experience: The core of every action

“Collaboration began with a comprehensive analysis of our current state, which provided the basis for building the shop sales and sales management concept. We decided to implement the new operating models with the help of Marimekko trainers recruited from within the company. One trainer is responsible for about 10 shops and each shop completes 5 training programmes. To retain the feeling of working together while ensuring measurability and global transparency, we use the BEAT-change management system“, Routama says.

Key indicators show clear development

“Our staff have found working together to be really motivating and this has led to customers praising us for even better service. The key indicators are clearly showing positive development. A clear difference can be discerned in terms of shop management and the activities of shop managers. We succeeded in offering new tools to shop managers for team leadership, managing individuals, measuring results, setting targets and communicating with the team. Trainers’ House’s strength is tailoring. Clients always receive solutions for precisely their own situations. I can definitely recommend Trainers’ House for assignments like this”, Routama comments.