Customer experience - Satisfaction client
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Baromètre Ipsos-Edenred 2014 : Le temps de travail redevient une préoccupation majeure des salariés européens - Ipsos Loyalty

Baromètre Ipsos-Edenred 2014 : Le temps de travail redevient une préoccupation majeure des salariés européens - Ipsos Loyalty | Customer experience - Satisfaction client | Scoop.it
   
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L'ère numérique booste la relation client - Les Échos

L'ère numérique booste la relation client - Les Échos | Customer experience - Satisfaction client | Scoop.it
L'ère numérique booste la relation client
Les Échos
LE CERCLE. L'avènement de l'ère numérique caractérisée par le développement du e-commerce et des e-services entraîne une profonde mutation des rapports entre les marques et leurs clients.
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Satisfaction client : Amazon loin devant, les opérateurs télécoms loin derrière

Satisfaction client : Amazon loin devant, les opérateurs télécoms loin derrière | Customer experience - Satisfaction client | Scoop.it
Selon le premier index de l’expérience et de la satisfaction client en France réalisé par Forrester, les opérateurs et FAI ont du mal à briller, à l"exception de Free Mobile.

Via Lise Déchamps
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Lise Déchamps's curator insight, March 27, 2014 1:41 PM

"Quand une majorité de consommateurs français en ligne pensent que leur expérience des marques françaises est « médiocre » ou « moyenne », il va de soi qu’il est nécessaire d’avoir une plus grande discipline et d’améliorer la satisfaction de ses clients", déclare l’analyste senior Joana van den Brink-Quintanilha.

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Customer Experience Is More Important Than Advertising [Infographic] | CustomerThink

Customer Experience Is More Important Than Advertising [Infographic] | CustomerThink | Customer experience - Satisfaction client | Scoop.it
Investir dans l'expérience client plus que dans la publicité ? un vaste sujet, une étude pour vous donner quelques i…http://t.co/iRjp8gvPpn

Via Evelyne Papon
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What is Customer Experience?

Ensuring a great multi-channel customer experience, hinges on an organizations' ability to put the customer at the heart of the business. This video, produce...
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Vision Critical - Leveraging Technology to Achieve Total Customer Experience - Product Video

Our Customer Experience Management solution is founded on a technology platform that captures all customer data types in a single centralized database for si...
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AdobeVoice: Why Personalization Is Key To The Future Of Marketing

AdobeVoice: Why Personalization Is Key To The Future Of Marketing | Customer experience - Satisfaction client | Scoop.it
By Aseem Chandra, vice president of Adobe Experience Manager and Adobe Target, Adobe Whoever said you can’t teach an old dog new tricks was most certainly living in a pre-Internet world. Today it isn’t unusual for young professionals to have had several different careers before turning 30. Our faster pace of life [...]
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La règle des "7 R" pour réussir vos enquêtes satisfaction clients

La règle des "7 R" pour réussir vos enquêtes satisfaction clients | Customer experience - Satisfaction client | Scoop.it

7 règles à suivre pour assurer un plein succès à vos enquêtes de satisfaction clients en ligne :


Via Jean-Dominique Roos
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Jean-Dominique Roos's curator insight, August 16, 2013 4:55 AM

Les entreprises qui suivent la règle des 7 R ont des taux de réussite (de leurs enquêtes et de leur taux de satisfaction client) plus élevé que la moyenne

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CXO #Infographics - #Customer #Advocacy

CXO #Infographics - #Customer #Advocacy | Customer experience - Satisfaction client | Scoop.it
The Statistical Argument for Customer Advocacy

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, May 8, 2014 4:17 AM

Valuable #infographic on Customer Advocacy

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5 ways to increase customer satisfaction - Call Centre Helper

5 ways to increase customer satisfaction - Call Centre Helper | Customer experience - Satisfaction client | Scoop.it
Acting on this data to proactively resolve issues in the service chain or to meet customer demands will provide higher customer satisfaction and retention rates. While investment in your ability to listen to the Voice of the ...

Via beyondthearc
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The 6 Pieces of the Customer Experience Puzzle

The 6 Pieces of the Customer Experience Puzzle | Customer experience - Satisfaction client | Scoop.it

How do you define customer experience — and, more importantly, how do you create the best customer experience model? The diagram above visualizes the six dimensions of customer experiences, a few factors that characterize those dimensions (inner circle) and the enablers for succeeding in those dimensions (outer circle).


Via Bonnie Hohhof, Jean-Michel Franco, AndreasFeldenkirchen
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Local Search HQ's comment, February 5, 2014 1:43 AM
Very interesting and innovative!
Jean-François Dubos's curator insight, February 5, 2014 5:41 AM

Une visualisation qui met en lumière l'ensemble des facteurs qui concourent à la conception de l'expérience client et à sa mise en opération.

hardylipscomb's comment, February 5, 2014 11:14 AM
Nice framework for a holistic view of the Customer Experience we all must deliver; also, the foundation for a nice Consulting Practice methodology. Thanks for sharing this!