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ONE AMBITION: TO IMPROVE THE WELL-BEING OF ALL
4. Proximity to customers
37
SAINT-GOBAIN
- REGISTRATION DOCUMENT 2016
Proximity to customers
4.
AN AMBITIOUS DIFFERENTIATION STRATEGY
4.1
An approach tailored to each customer
4.1.1
In the construction markets, Saint-Gobain aims to be the
partner of choice for every player, from initial design to
worksite implementation and project completion.
The Group has set up Habitat Committees aimed at
developing marketing and commercial synergies between
various Saint-Gobain companies, through cross-business
initiatives tailored to each customer group, such as:
India;
a coordinated approach to the principal key accounts in
construction and renovation projects, organized by market
segment (residential, healthcare, education, hotels, etc.),
and often based on innovation centers and showrooms in
France, the United Kingdom, Italy, the United States and
Spain; new innovation centers opened in 2016 in Brazil and,
combined training provision specifically for installers in
several countries, delivered at dedicated Saint-Gobain
centers (for example, in France, Italy, Ireland, Russia,
Sweden, Austria, the Netherlands, etc.);
Saint-Gobain experts to give talks on topics such as
eco-innovation and sustainable construction, or on new
building techniques.
a coordinated presence at major trade shows, such as
Greenbuild in the United States, Ecobuild in the United
Kingdom, Batimat in France, and the Big 5 in the United
Arab Emirates, which provide opportunities to showcase
the Group’s products and solutions and enable
Saint-Gobain's vision: to be the preferred partner of all construction and renovation players, from design to completion.
MAJOR TRENDS AFFECTING THE HABITAT MARKETS
Urban development and demographic change
Sustainable design, construction and operation
Holistic building design (multi-dimensional criteria)
ARCHITECTS, SPECIFIERS,
PRIVATE INDIVIDUALS
INVESTORS, DEVELOPERS,
MAIN CONTRACTORS
DISTRIBUTORS
TRADESMEN, PRIVATE
INDIVIDUALS, CONTRACTORS,
DO-IT-YOURSELFERS
approach
process with a Multi-Comfort
Put the user at the center of the
construction
and
renovation
Minimize the environmental impact
of buildings: eco-innovation policy,
life
cycle
analysis
and
Environmental Product Declarations
for all product families
the Group's skills in Building
Sciences
Support customers in their major
projects in coordinated fashion
between Saint-Gobain activities
(including key accounts), based on
Develop systems and services to
simplify implementation and to
optimize csts and delivery times at
worksites
–specifically
by
combining the expertise of the
Group's various activities
Co-develop new solutions with
major builders
Support major projects, with a
targeted service offering: BIM
objects for digital modeling,
adapted logistics, etc.
Capitalize on strong brands
distributors to grow their sales
and optimize their processes
(adapted logistics, training of field
teams, optimized merchandising,
business support, etc.)
Develop a service offering to allow
Develop
e-commerce
and
e-services offerings to simplify
and optimize processes and
facilitate sales development
Develop reliable, easy and rapid
solutions
Make the lives of installers easier
by assisting them to grow their
own
business
through
an
extended
services
offering:
training, sales assistance, technical
assistance, technical studies, etc.
to support them throughout their
professional lives
Roll out multi-channel approaches
Retain the loyalty of professional
clients through a close relationship
developed through strong local
distribution brands
Customer satisfaction
4.1.2
Several practices have been adopted by all the Group’s
Activities to measure customer satisfaction:
indirect, to identify the main areas of satisfaction and
dissatisfaction and determine the “net promoter score”, a
single, common metric across all customers;
firstly, the use of a short questionnaire, sent at least once a
year to actual and potential customers, both direct and
recur in all questionnaires as the most frequent causes of
dissatisfaction: customers demand above all else that
suppliers keep their promises.
secondly, a more stringent, responsive measurement of
compliance and timeliness, since these two parameters