In order to upgrade the relationships with customers, Monaco Marine La Ciotat announced the creation of a Customer Success Department, spearheaded by Aldric Bullot. He will be the spokesman of the customers to all internal services of the shipyard.
The objective is clear: Aldric Bullot, head of Customer Success Department, wants 100% of the yachts accommodated by the shipyard to come back. “The challenge is to set the standard for the other shipyards and to instill full confidence to our customers. Today, we have a customer retention rate of around 80%”.
The Customer Success Department will be based in La Ciotat, but it will extend to La Seyne-Toulon and Marseille and then to the other shipyards up to 2021. “Monaco Marine must become an obvious choice to those who want to perform refit works in the Mediterranean”, explains Aldric Bullot. Thanks to optimized feed-back tools and an improved customer care, Monaco Marine will be more effective in fulfilling captain and customer requests.
Aldric Bullot will be also in charge of organizing events in order to strengthen the links between the group and its customers. A crew support department was created in 2018, to maintain the highest level of service.
"Aldric will be seated at the centre of the table during our board meetings, as we want to be sure that our clients are at the centre of our decisions, says CCO - Tanguy Ducros. Appointing Aldric in this role is an important step for us, and we are convinced that he will allow us to be more responsive to our clients needs and to continue to develop our service and enhanced customer care.
Nothing is more important to us than our clients satisfaction."