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Customer relationship

Collaborate with your customers

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?

Support customer orientation in the field

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?

Customer service: cost center or competitive advantage?

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.

Mastering customer interactions

Mastering customer interactions

More than on technologies such as the internet, call centers, CRM tools, etc., customer satisfaction depends essentially on the quality of contact with the company.

Avoid the pitfalls of CRM

Avoid the pitfalls of CRM

How to avoid the pitfalls of CRM to capitalize on the full potential of tailored customer relationships?

Building a resilient brand

Some brands are capable of developing a type of resilience. Although they cannot avoid crises, they know how to bounce back in adversity thanks to their privileged relationship with a core set of loyal customers. How do they go about it?

The future of marketing

The future of marketing

The Internet has dramatically changed the way consumers make buying decisions. In the age of the web consumer, what are the new influence drivers marketing can use?

Ensure consistently high-quality customer interactions

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?

The customer experience as a differentiation driver

The customer experience as a differentiation driver

The customer experience involves much more than simply using the product. How to set up an organization able to offer a distinctive experience to customers?

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