Client service? Importance of the service and customers’ major expectations
The latest EY study, “Barometer of the economic, social and territorial impacts of contact centres in France – 2022 Edition” informs us that 78% of French citizens contacted a customer service in 2021. Accessible by email, telephone, messaging, social networks, etc. The customer service fills a major need: exchanges with advisors ready to inform and […]
Your Customer First: customer culture and customer relations
Putting the customer first means taking good care of them and paying attention to all their expectations. Keynote extract facilitated by Salomon Parienti during a convention on the Customer Experience held in October 2022. Any company’s results, whatever its size, are directly connected with the importance assigned to listening to its customers. More than ever, […]
Customer Relations: how far will the metaverse go?
It may have been born of science fiction but the metaverse is real enough today. Although it’s starting to arouse interest among brands and offer new opportunities, it also raises a great many questions. Arnaud Bouchaud, Armatis’ Director of Digital Solutions, enlightens us on the subject. The metaverse: let’s suggest a definition… From visionary 1990s […]
What new challenges are involved in customer relations with young generations as regards financial services?
There are several watchwords to take into account here, “digital”, “transparency” and “rapidity” in particular. Faced with the wide range of products and solutions on the market, Gen Z expects greater clarity on the products on offer and their advantages. Transparency is a key expectation that can tip the scales between two banks. These new generations […]
Amazonisation of services is no longer inevitable
It’s no secret that our society is riddled with contradictions in all areas – and consumption is no exception. Recent analyses demonstrate evolution towards a more local, sustainable and responsible approach that goes hand-in-hand with a kind of “search for meaning” observable above all among millennials, for whom a brand’s impact and image tend to […]
Developing customer culture a must for one and all!
Developing the company’s customer culture, becoming or staying a customer-centric organisation: it’s a key ambition in a great many company strategies. A highly relevant one, of course, but one that needs to be thought out, organised and structured, not simply pursued at any cost. In order to ensure a successful approach, it’s essential to understand […]
Customer Relations in a tourism sector tested by the crisis
Within a context severely affected by the health crisis, how are customer relations redefined within an industry where people matter most? Cancellations, grounded planes, border closures… The Covid crisis has brought its share of travails to the tourism sector. Brands, travellers and customer advisers alike have faced an unprecedented situation. Regarding customer relations, the proliferation […]
First Contact Resolution, the Customer Experience holy grail
In this digital age, many brands are offering their customers an omnichannel experience: calls, e-mail, live chat, social networks, messaging, etc. This strategy allows them to meet a strong expectation: proximity to the brand. Anytime, anywhere any device… Yes, but! 89% of consumers believe that getting a quick, accurate answer to their questions is the […]
8 simple tips to improve customer satisfaction in a multicultural and multilingual environment
What levers are essential for customer satisfaction? How can a “customer-centric” strategy be implemented within a multilingual and multicultural environment? Key indicators are used to drive a customer-centric strategy. These include the NPS (Net Promoter Score), CES (Customer Effort Score) and CSAT (Customer Satisfaction Score). These assess whether brand interactions fully meet customer expectations. They […]
How do you make data protection a business opportunity?
Tailor-made, customer-centric relationships have been an integral part of brands’ customer experience for several years now. Such engagement requires appropriately targeted collection of personal data in order to develop a hyper-personalised customer experience. The challenge for brands is to deploy more human customer relations, better centred on the interests of their customers, followers or likers […]
