Customer service is at the core of customer experience. It’s the service that has changed the most in recent years, and its importance in companies is growing. Salesforce Research recently published its fifth edition of the "State of Service" report in which 8,050 customer service professionals were surveyed....
Read More
In the age of customer experience, consumers are more demanding than ever with brands and care more about the experience than the product itself. Yet the customer journey is littered with potential irritants: waiting too long, out of stock, inability to speak to a human being when calling customer service...
Read More
The use of video for customer relations has grown considerably with the sanitary crisis. It allows to combine human and remote relationships while optimizing customer satisfaction. Discover through this infographic, the key figures of video communication for customer relationship....
Read More
Customer loyalty is a major issue for companies. But what really keeps a customer? According to Gartner, it is the level of effort that the consumers have to deploy to interact with a brand that would impact their loyalty level. In this article, we will explain the Customer Effort Score, its importance for customer retention and how to optimize it thanks to visual assistance....
Read More
Customer experience is a key element of brand strategy, as it is one of the major challenges in building customer loyalty. But the customer experience cannot be separated from the employee experience. In this article, we will explore the links between customer experience and employee experience as well as some ways to improve employee engagement....
Read More
We will be present from May 17 to 20, 2022 at Global Industrie, the international industry event highlighting the technological tools to better anticipate the transformations of the industry. The industry has undergone many transformations, particularly in terms of its challenges. Indeed, for years, the sector has focused on the product itself and its manufacture, relegating customer satisfaction to the background. But in the current context,...
Read More
The manufacturing sector is facing increasing competition. In these circumstances, focusing only on the products delivered is not a viable strategy for companies in the sector. At the same time, customer satisfaction becomes a new performance driver. For this reason, manufacturers must focus on customer relations. Customer service is an essential component for customer loyalty and company growth. In this article, we propose you to...
Read More
The year 2022 will be shaped by the acceleration of the digital transformation of Field Service, but also by societal trends that will play a role in this sector. We propose to explore these trends and see how you can take action to improve the quality of your services and your productivity....
Read More
Essential to the business of most companies, customer service is often perceived as a cost center, and rising customer expectations in recent years have further accentuated this perception. Customers have become more demanding, more informed, and more volatile. According to a Hubspot study that surveyed customer relationship professionals in companies around the world and of all sizes, 93% of them consider customer expectations to be...
Read More
Providing an optimal and satisfying customer experience is essential for brands today. To achieve this, they must not only provide quality products and services, but also create an optimized and fluid customer journey. Indeed, a satisfied customer is much more likely to renew his purchase and to talk about it around him. The customer journey is a series of decisions. Each decision taken by a...
Read MoreTo get our news and content update, subscribe to the newsletter Subscribe
