SATISFYING A CUSTOMER IS GOOD, BUILDING LOYALTY IS BETTER!

CUSTOMER SATISFACTION: THE FIRST STEP TOWARDS LOYALTY

Once satisfied, a customer is more prone to become more loyal to the brand, and therefore easier to retain. So we no longer try to satisfy them on a one-off basis, but every time they come back.

THE IMPORTANCE OF A PRODUCT EXPERIENCE MANAGEMENT STRATEGY

Product experience is now a key component of the customer experience. For brands, offering a quality product is no longer enough. It must be accompanied by accurate and targeted information, as well as a strong emotional relationship with the customer.

CRM - CUSTOMER RELATIONSHIP MANAGEMENT

CRM is a powerful lever on which any company can rely to interact permanently and efficiently with customers, streamline its processes, and boost its profitability. The essence of this system is, therefore, the optimization of business relationships. A bad experience is reason enough for customers to turn to the competition.

CUSTOMER STRATEGY :
THE 6 TRENDS TO FOLLOW

BIG DATA: A SILENT REVOLUTION

When data becomes a rich raw material.

SOCIAL SELLING, THE TREND!

The art of selling on social networks.

SELFCARE OR DIGITAL CARE

An autonomous customer is a happy customer!

SOCIAL MEDIA, THE MUST-HAVE

Because consumers are increasingly turning to them.

IA: A NEW PARADIGM

The lever of the new customer experience paradigm.

THE CHATBOT: A TOOL THAT IS BECOMING MORE WIDESPREAD

A self-care tool that is revolutionizing customer relations.

3 TECHNIQUES FOR
AN EFFECTIVE AFTER-SALES SERVICE!

Improving the quality of after-sales service in the long term is a major challenge for any company. With a few techniques, it is possible to achieve this effectively:

AN OPTIMUM CUSTOMER SERVICE

Customer satisfaction is built at least as much around the ancillary services as around the quality of the products, hence the importance of the quality of customer service, such as after-sales service.

THE MOBILE: THE NUMBER ONE TOOL FOR SERVICE

With the increasing use of smartphones and tablets, the cell phone is now one of the best tools to add value to your after-sales service.

CUSTOMER GIFTS: THE ART OF GIVING!

Still very popular in France, gifts allow companies to seal a privileged commercial relationship with their customers, and to effectively personalize the customer experience.

LOYALIZATION

BRAND AMBASSADORS: WHEN CUSTOMERS BECOME LOYAL!

LOYALTY CARDS, WHAT ARE THE BENEFITS FOR CUSTOMERS?

A loyalty card is a marketing tool whose purpose is to enable a company to build customer loyalty.

There are many advantages that these cards promise, and this is what explains the craze among many consumers. With a loyalty card, customers will be rewarded for their loyalty with a gift, an immediate discount, early bird sales, a voucher, and other interesting benefits.

HOME DELIVERY, AN ASSET IN THE CUSTOMER JOURNEY

Although often under-exploited, delivery is one of the most crucial steps in the purchase-sale process. It is of fundamental importance in both the customer relationship and the customer journey.

In order to make this step a real asset of the customer journey, we might as well abandon the idea of always trying to deliver faster in favor of a careful delivery.

  • Take care of the package
  • Make sure that the attitude of the deliverer is irreproachable.
  • Respecting the delivery date

CUSTOMER SATISFACTION HAS BECOME ONE OF THE MAJOR CONCERNS OF ANY COMPANY TODAY. SO, TO KNOW WHERE WE REALLY STAND, THERE ARE DIFFERENT KPIS THAT SHOULD NOT BE NEGLECTED.

The CSAT is a basic indicator that takes the form of questions to which customers can answer yes or no, or a rating.

The NPS or Net Promoter Score is a KPI that measures the propensity of consumers to recommend a product or a brand and their commitment to it.

The Customer Effort Score (CES) is a KPI that measures the amount of effort a consumer has had to put in to get their request processed and satisfied.

MARKETING TREND: HOW FAR CAN WE GO WITH PERSONALIZATION?

More concretely, personalization is a process that allows a company to ensure that the stages of the customer journey, from the first contact with the brand to the after-sales service, including the purchase and use of the product/service…, are personalized to the constantly evolving requirements of consumers.

We can thus go into personalization until we manage to satisfy customers to the fullest. This challenge requires better exploitation of customer data, consumer knowledge, and a level of personalization that varies from one touchpoint to another.