Casas Bahia: Fulfilling a Dream
Through a unique approach to customer service, Casas Bahia has developed an innovative business model that successfully serves the bottom of the pyramid (BOP) population throughout Brazil.
It is all about fulfilling the customer dream. My sales agent has to be very well-dressed, shaved and always smiling. If he has a personal problem, he cannot come to work. I will never allow him to transmit to my customer anything but perfection.
Michael Klein, Chief Financial Officer, Casas Bahia
In 1952, after surviving two years in a Nazi concentration ...
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