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 […]
The customer experience, a major concern for companies.
INIT carried out an innovative survey among 600 French customer relations companies and professionals on behalf of the 2020 Customer Strategy Show. The study*, which was carried out in partnership with AMARC (Association for Management of Customer Complaints) and the Sens du client blog, aims to: Here are its key findings 1- Encouraging planned investments […]
