The most important projects in these years have been:
- The unification of all the company's databases to create a "single customer" (online and offline) that benefits from the advantages we offer them on both channels. We are still working on it and we dedicate a large part of our efforts to achieving this objective.
- The implementation of analytical CRM based on our knowledge of our customers and micro-segmented mailings to hone in on their topics of interest and the moments of greatest receptivity.
- Establishment of purchase propensity models, to work on the customer's purchase process before it happens.
- Testing new technologies such as beacons and access points to better understand the behaviour of offline customers, which we are still working on.
- The use of tools such as Facebook's "conversion lift" to see how online advertising generates traffic to physical stores.
- The use of new digital media (RTB/Programmatic).
- Promotion of content generated in-house by our south-africa phone number data expert sellers on our CulturaFnac portal and in our Videobloggers project.
- There has been a radical change in social media in terms of image and content. Also in the processes of handling requests and complaints, together with the Customer Service.
- The experience in our stores has been enhanced, especially our events and demonstrations of the most innovative products.
- The introduction of a new product category, Fnac HOME.
- We have updated the brand image without losing our essence and our DNA.
Q: What growth plans does the company have in the coming years?
A: Fnac is immersed in an expansion plan that we announced in 2016 and through which the company intends to open 4-5 physical establishments per year until reaching 50 stores in 2021. On the other hand, we will continue working on One Channel, improving all possible omnichannel flows and increasing flexibility in deliveries. On Fnac.es we will continue improving mobile support, since it is the most important support.
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