alain-brunet-saqThe Spring-Summer 2015 issue of HEC Montréal MAG features an interview with the president and CEO of the Société des Alcools du Québec, Alain Brunet, a 2011 EMBA McGill-HEC Montréal alumnus.

In the interview, Alain spoke of his journey to the head of the corporation and his many initiatives to offer customers innovative products and services, such as the popular “Pastilles de gout” but he was most interested in discussing the future direction he envisages for the SAQ: “We want to go even further by increasing our ability to respond to the expectations of tomorrow’s customers. First, our customers are eager for discoveries and diversity. We plan to increase the number of our products from 12 500 to over 20 000. Second, our customers want more skilled employees to inform them about the characteristics of our products, the wine pairings, etc.

[…] Thirdly, we want to improve the quality of the customer experience by personalizing the customer interaction with the company and its employees, based on their needs. To support this, we will multiply the points of sale and contact channels.

To read the article, see page 12 of HEC Montréal MAG (in French).