Customer Relationship
The art of creating memorable moments
What makes some moments more memorable than others? Discover the cognitive mechanisms behind those special moments: you will then know how to orchestrate them for your clients and staff.
Collaborate with your customers
While the digital revolution has given consumers the possibility to involve themselves in the life of companies, very few businesses actually take advantage of this opportunity. How can you transform your consumers into privileged partners?
Really know your customers
Surveys conducted by companies to know their customers better often result in failures in launching or improving their products and services. How can you make customer surveys more reliable?
Support customer orientation in the field
The least qualified employees are often the ones in direct contact with customers—with a major impact on the perceived quality of service. How can you develop customer satisfaction through the engagement of your front-line employees?
Turn your customers into brand ambassadors
Some firms manage to rely on service excellence to turn their customers into ambassadors for their products and services. How to make customer experience a key success factor?
Subconscious roots of purchasing decisions
We are used to see humans as rational beings. Yet, most human behavior is managed automatically by the brain, without mobilizing reason. Can this be used to reinforce the effectiveness of your marketing efforts?
Ensure consistently high-quality customer interactions
The quality of the perceived customer experience depends heavily on the interaction of the customer with a given employee in the field. How to build a collective sense of quality of service in your organization?
Customer service: cost center or competitive advantage?
Taking the time to listen to customers may well be an effective way to identify their problems and understand their expectations better.
Online communities: How can we develop their value?
Employee, customer or expert communities are a real asset for companies. However, for them to succeed, the organization must involve itself—to a certain extent. How can we create the conditions for such a dynamic?