In a bid to strengthen its position in Latin American countries including Peru, Colombia, Argentina, Brazil and Uruguay, Chile’s biggest retailer Falbella has announced to invest $4 billion in the region.
Out of the total funds to be invested, 44 per cent will be used for opening 131 stores and 10 shopping centres, while nearly 26 per cent will be used for remodelling of the existing locations and a further 33 per cent will be used for logistics and IT investment.
Sandro Solari, Chief Executive of the Falabella Group, said, “ These investments will enable us to grow our physical presence, increase the scale and functionality of our digital operations and improve efficiency and productivity of our business, all of which should contribute to the overall customer experience.”
The company has also implemented Net Promoter Score (NPS) to measure customer satisfaction and manage service levels at all of its stores and points of sale. The company has a total of 459 stores and 40 shopping centers as of 2015, and revenue of US $11.7 billion was reported as of September 2015.
Besides, its namesake departmental store, Falabella, a 126-year-old concern, has reached seven countries and currently employs over 100,000 people worldwide. The company reported a growth in revenue by 13 per cent last year and opened 10 home improvement outposts, eight supermarkets, four departmental stores, two shopping centres and the first Crate & Barrel location in South America.
