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customer experience

How can we create and maintain customer relationship through adapted and coherent experiences?

Customer experience has become one of the key strategic issues for organizations, through e-commerce for instance. Customers have changed, their needs and uses are constantly evolving. Companies must be able to evolve in order to deliver an optimal experience across the entire customer journey.

Customer Experience

How can we create and maintain customer relationship through adapted and coherent experiences?

Customer experience has become one of the key strategic issues for organizations, through e-commerce for instance. Customers have changed, their needs and uses are constantly evolving. Companies must be able to evolve in order to be able to deliver an optimal experience across the entire customer journey.

Our ares of intervention

• Define your customer ambition: diagnosis of the situation, definition of objectives

• Review your customer and employee journeys: identification of contact points and different people, analysis of indicators and other existing data, interview of target populations

Mirror your two paths to identify the different dissonant situations

• Choose irritants and breakpoints to be treated as a priority

Agile implementation of transformation actions and change support plan

• Regular measurement of results: Dedicated monthly steering committees to provide you with feedback on recent verbatim reports and prioritize new actions

our areas of intervention
our areas of intervention

Our ares of intervention

• Define your customer ambition: diagnosis of the situation, definition of objectives

• Review your customer and employee journeys: identification of contact points and different people, analysis of indicators and other existing data, interview of target populations

Mirror your two paths to identify the different dissonant situations

• Choose irritants and breakpoints to be treated as a priority

Agile implementation of transformation actions and change support plan

• Regular measurement of results: Dedicated monthly steering committees to provide you with feedback on recent verbatim reports and prioritize new actions

Why
choose us ?

  • A multi-sector approach and skills adapted to your customer’s needs.
  • A focus on the irritants described by your customers and employees
  • Graphic deliverables that are accessible and understandable to all your contacts.
  • To have internal referents of the customer / employee listening in the long term.
  • A continuous improvement approach to meet the constant evolution of your customers’ expectations

Why
choose us ?

  • A multi-sector approach and skills adapted to your customer’s needs.
  • A focus on the irritants described by your customers and employees
  • Graphic deliverables that are accessible and understandable to all your contacts.
  • To have internal referents of the customer / employee listening in the long term.
  • A continuous improvement approach to meet the constant evolution of your customers’ expectations

We worked with them

renault nissan

Definition of a customer
strategy and CRM deployment

Orange

Customer
Experience Management

solvay

Internal customer
satisfaction management

circle k

Definition of a
customer strategy

humanis

Evolution of mobile
customer journeys

Kering

Implementation of an
omni-channel strategy

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