Expérience-client
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Expérience-client
Fidéliser les clients en valorisant les émotions au coeur de leur expérience.
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Are You Being Manipulated by Subliminal Messages? [Infographic]

Are You Being Manipulated by Subliminal Messages? [Infographic] | Expérience-client | Scoop.it
A review of the scientific research on subliminal messages and to what extent they can actually influence consumers' emotions and buying decisions.
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Why You Should Invest in Customer Service NOW

Why You Should Invest in Customer Service NOW | Expérience-client | Scoop.it
Customer service in 2016 is so much more than the stereotypical call center full of script-reading automatons plowing through customer inquiries. Today it is seen as the viable profit center it reall…
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Etude Accenture : le B2B ne soigne pas assez son expérience client

Etude Accenture : le B2B ne soigne pas assez son expérience client | Expérience-client | Scoop.it
La majorité des entreprises B2B perd des opportunités de croissance en raison de mauvaises expériences client, selon une étude 'B2B Customer Experience' signée Accenture. Pourquoi ça coince et comment y remédier ?
Richard Chagnon's insight:

Sans avoir les chiffres ici, je suis convaincu qu'on est loin derrière.... 

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Leadership, Service And Sustaining The Customer Experience

Leadership, Service And Sustaining The Customer Experience | Expérience-client | Scoop.it
If you want to deliver consistently great service and a sustainably great customer experience, your leadership focus needs to be different from what’s required to maintain production capacity in manufacturing. This is because your organization's ability to provide service is overwhelmingly affected by how engaged—how professionally ‘‘alive’’—the employees are who come in contact with customers. [...]
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Advocate assisted commerce improves customer experience | Adrian Swinscoe

Advocate assisted commerce improves customer experience | Adrian Swinscoe | Expérience-client | Scoop.it
Advocate assisted commerce improves customer experience and drives business results - Interview with Scott Pulsipher of Needle
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Tony Roma’s Builds Customer and Community Relationships to Drive Brand Loyalty | Loyalty360.org

Tony Roma’s eschews a traditional loyalty program in favor of a holistic approach to customer loyalty.
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Exceptional Customer Experience - Six Steps to Achieving One by Woody Bendle | The Brainzooming Group

Exceptional Customer Experience - Six Steps to Achieving One by Woody Bendle | The Brainzooming Group | Expérience-client | Scoop.it
exceptional customer experience in six steps. Given Woody's extensive experience in the retail industry, it's great to get his perspective on what it takes to
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3 Reasons Your Company Is Failing at Customer Experience Management

3 Reasons Your Company Is Failing at Customer Experience Management | Expérience-client | Scoop.it
There are many elements that contribute to a brand faily at customer experience management. We narrowed it down to 3 major factors.
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Ten Tips To Create And Build Customer Relationships

Ten Tips To Create And Build Customer Relationships | Expérience-client | Scoop.it
There is a distinction between customer satisfaction and customer retention. Many companies don’t understand the concept. Someone might be happy with your product or service, basic satisfaction, bu…
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Why Strong Customer Relationships Trump Powerful Brands

Why Strong Customer Relationships Trump Powerful Brands | Expérience-client | Scoop.it
M&A data reveals the impact of the internet.
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Brands think they provide great customer experience, consumers disagree

Brands think they provide great customer experience, consumers disagree | Expérience-client | Scoop.it
When competitors with better prices are just a click away, customer experience (CX) is a key differentiator for brands.
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Customer Experience Vs. The Customer's Experience: Is There A Difference?

Customer Experience Vs. The Customer's Experience: Is There A Difference? | Expérience-client | Scoop.it
Customer Experience Versus The Customer's Experience: Is There A Difference? Is customer experience in danger of becoming another function and repeating the mistakes of customer relationship management (CRM).
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Effortless Customer Service: Part Two

Effortless Customer Service: Part Two | Expérience-client | Scoop.it
Make It Easy for the Customer
Recently I wrote about Effortless Customer Service and the concept of predictable consumption.

Via Christian Barbaray
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6 Laws of Customer Experience

6 Laws of Customer Experience | Expérience-client | Scoop.it
6 Not-So-Secret Truths about Great Customer Experiences Think of them as the Six Commandments of Customer Servic
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CX Journey™: Is Your Customer Experience the Stuff That Legends are Made Of?

CX Journey™: Is Your Customer Experience the Stuff That Legends are Made Of? | Expérience-client | Scoop.it
What is legendary service? What comprises a legendary customer experience? Actions speak louder than words. If you tout legendary anything, you better deliver on it!
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Americans' Top Customer Service Complaints - Consumer Reports

Americans' Top Customer Service Complaints - Consumer Reports | Expérience-client | Scoop.it
Nine in 10 Americans dealt with a customer-service issue over the past year, and many of them were put off by the experience. Consumer Reports reveals the top customer service complaints and how to improve the outcome.
Richard Chagnon's insight:

PCHT "pas capable d'avoir un humain au téléphone!"

CGHP Can’t get a human on the phone


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CX Journey™: Customer Experience Isn't Just About Customer Service

CX Journey™: Customer Experience Isn't Just About Customer Service | Expérience-client | Scoop.it
It's that time of the year again... time to differentiate between "customer service" and "customer experience." It's a topic worthy of repeating regularly.
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Why Bad Customer Service Experiences Happen - Infographic

Why Bad Customer Service Experiences Happen - Infographic | Expérience-client | Scoop.it
Although speed is critical to customer experience, it's communication, or the lack of it, that contributes to bad customer service and drive customers away.
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Infographie | L'avenir du marketing est dans la personnalisation

Infographie | L'avenir du marketing est dans la personnalisation | Expérience-client | Scoop.it
Pour 90% des marketeurs, le marketing individualisé est considéré comme une priorité. C'est l'une des principales conclusions de l'enquête Teradata 2015 Global Data-Driven Marketing Survey.
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The 3 Crucial Steps to Master Customer Service

The 3 Crucial Steps to Master Customer Service | Expérience-client | Scoop.it
Size doesn't dictate a good customer service strategy -- start now with these tips.
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Tips to Improve Customer Experiences on Social Media

Tips to Improve Customer Experiences on Social Media | Expérience-client | Scoop.it
Customer Experience is the hot concept for 2015. Not a day goes by where I don’t see a new chart on how CMO’s are investing in customer experience technologies, or I see a new infographic on cust…

Via Tourism Australia
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5 Ways Kimpton Builds Great Customer Experiences

5 Ways Kimpton Builds Great Customer Experiences | Expérience-client | Scoop.it
Kimpton uses microinteractions- small moments that make a huge impact- to create great customer experiences. How can you showcase YOUR differentiators?
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Welcome | Imagine 2015

Welcome | Imagine 2015 | Expérience-client | Scoop.it
Hear how Steve Wynn redefined customer experience and transformed Las Vegas. #ImagineCommerce http://t.co/dFVOKfJpxE http://t.co/msEZGLp88x
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How a Lead Becomes a Customer [Infographic]

How a Lead Becomes a Customer [Infographic] | Expérience-client | Scoop.it
A potential customer sees your business on the first page of the search engine results page. What happens next? Here's a look at the journey from lead to customer.

Via Christian Barbaray
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Disney's $1 Billion Bet on a Magical Wristband | WIRED

Disney's $1 Billion Bet on a Magical Wristband | WIRED | Expérience-client | Scoop.it
The Magicband wields access to the park, replacing virtually every transaction you’d make inside.
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