Publicação
Optimizing the IQOS retail experience across third party channels: strategic implementation plan for retail optimization on across third party channels
| datacite.subject.fos | Ciências Sociais::Economia e Gestão | pt_PT |
| dc.contributor.advisor | Pita, José Miguel | |
| dc.contributor.author | Forgues, Matthias | |
| dc.date.accessioned | 2025-09-12T16:42:13Z | |
| dc.date.available | 2025-09-12T16:42:13Z | |
| dc.date.issued | 2025-01-17 | |
| dc.date.submitted | 2025-01-17 | |
| dc.description.abstract | This work project addresses the performance gap between PMI-operated and third party IQOS retail stores in Portugal, where NPS scores differ by 40 points. Through comprehensive analysis of retail operations and customer experience, two integrated solutions have been developed: a data-driven partner evaluation model and an enhanced digital sales tool. The partner evaluation model employs location-based metrics and customer satisfaction scores to systematically assess store performance, while the revitalized sales tool supports consistent service delivery and customer conversion. Implementation across PMI's Portuguese retail network could drive conversion of up to 9,649 smokers to IQOS, generating €2.961million in additional annual earnings. | pt_PT |
| dc.identifier.tid | 203962133 | pt_PT |
| dc.identifier.uri | http://hdl.handle.net/10362/187834 | |
| dc.language.iso | eng | pt_PT |
| dc.subject | Change management | pt_PT |
| dc.subject | Strategic planning | pt_PT |
| dc.subject | Transformation strategy | pt_PT |
| dc.subject | Performance tracking | pt_PT |
| dc.subject | Risk mitigation | pt_PT |
| dc.title | Optimizing the IQOS retail experience across third party channels: strategic implementation plan for retail optimization on across third party channels | pt_PT |
| dc.type | master thesis | |
| dspace.entity.type | Publication | |
| rcaap.rights | openAccess | pt_PT |
| rcaap.type | masterThesis | pt_PT |
| thesis.degree.name | A Work Project, presented as part of the requirements for the Award of a Master’s degree in International Management from the Nova School of Business and Economics | pt_PT |