- Cross-level certification — department store directors in Mexico, sales managers, section heads
- Service excellence — specific preparation for the “Palacio de los Palacios,” the flagship Polanco store
- Graduation ceremony — certification formally celebrated, diplomas awarded to the whole team
“We contacted CapKelenn after reading Benoit Mahé’s book Retail Coaching. The program helped us prepare the whole team — from managers to department heads — to deliver the service excellence that the Palacio de los Palacios represents. The result shows directly in the average ticket, which rose by 11%.”
— Enrique Mendoza Delgado, Director of Human Resources, Palacio de Hierro
Graduation ceremony, Palacio de Hierro
A key figure
Certification was extended to every level of the Polanco flagship store, with a very visible result: the average ticket rose by 11%.
