Lyreco Sustainable Development Report 2019

NEW CSR STRATEGY

ECONOMICS CREATE THE GREATEST CUSTOMER EXPERIENCE

Create a personal Lyreco experience by improving our customer knowledge

KEY ACTIONS — DIGITAL TRANSFORMATION NEW LOGISTICS MODEL PRODUCTS & SERVICES IN LINE WITH NEW DATA MANAGEMENT AND USAGE KPI — A NET PROMOTER SCORE APPROACH CUSTOMER SERVICE LEVEL

Our customer satisfaction starts with a deep knowledge of their expec- tations and the ability to anticipate their development. “

“

Christophe Chambre COO, Lyreco Group

44 • CORPORATE SUSTAINABILITY REPORT 2019