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...
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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....
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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....
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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....
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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,...
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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...
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The pandemic has deeply transformed the business of companies and caused major changes in consumer behavior. In 2021, companies had to consolidate the digital transformation, launched in 2020 for most of them, to meet new customer demands. To do so, brands have adopted relevant strategies and implemented innovative solutions to optimize customer relations. The customer relationship in 2022 will be placed under the sign of...
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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....
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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...
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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...
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