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SATISFACTION & FIDELITE CLIENT
Tout sur la Satisfaction, la Fidélité, l'Experience client : les méthodes, les questionnaires, les résultats et les concepts de relation client et de réseaux sociaux qui y sont liés...
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Le Groupe Pierre & Vacances-Center Parcs calcule l’impact économique de sa politique de satisfaction client sur son Chiffre d'affaires.

Le Groupe Pierre & Vacances-Center Parcs calcule l’impact économique de sa politique de satisfaction client sur son Chiffre d'affaires. | SATISFACTION & FIDELITE CLIENT | Scoop.it
Pierre et vacances, Satisfaction, expérience client, Impact économique satifsfaction client, fidélité
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Nurture Customer Communities to Capture Better Insights

Nurture Customer Communities to Capture Better Insights | SATISFACTION & FIDELITE CLIENT | Scoop.it
Move beyond episodic focus groups by cultivating always-on advocacy and insight groups that deliver timely strategic input.
The post Nurture Customer Communities to Capture Better Insights appeared first on Smarter With Gartner.
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5 Ways to Transform Customer Service at a Small Business

5 Ways to Transform Customer Service at a Small Business | SATISFACTION & FIDELITE CLIENT | Scoop.it
Transforming customer service at a small business
Limitations offer the biggest challenges to us, but at the same time they are the best boosters of creativity and inspiration.
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Book Review: Be Your Customer's Hero

Book Review: Be Your Customer's Hero | SATISFACTION & FIDELITE CLIENT | Scoop.it
Where did you learn how to serve customers?
For customer service veterans, serving customers becomes so instinctive that it feels like common sense. It isn't. That knowledge has to come from somewhere.
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In the World of Customer Experience, Does Size Matter?

In the World of Customer Experience, Does Size Matter? | SATISFACTION & FIDELITE CLIENT | Scoop.it
The customer is always right, the old saying goes. But if a company is big enough, should it care what the customer thinks?
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51 Resources for Learning About Customer Service

51 Resources for Learning About Customer Service | SATISFACTION & FIDELITE CLIENT | Scoop.it
Beware of the person who thinks they know it all.

Elite customer service professionals know something the rest don't. You
must never stop learning. Each day is an opportunity to gain new skills,
insights, and perspectives.

So, where do you start?

Here are 51 terrific resources you can use to deepen your customer service
knowledge. Most are low-cost or no-cost. Your biggest investment will be
your time.

Books

The great part about a book is it can go really in-depth into a particular
top
Christian Barbaray's insight:

Belle boite à outil  ! (aux US pour la plupart..)

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Paced by Facebook, Customer Satisfaction Up for Social-Media Sites

Paced by Facebook, Customer Satisfaction Up for Social-Media Sites | SATISFACTION & FIDELITE CLIENT | Scoop.it
User satisfaction with social media websites is improving, paced by Facebook’s success with its mobile app and advertising, according to new data from the American Customer Satisfaction Index.
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Text Analytics vs. Sentiment Analysis

Text Analytics vs. Sentiment Analysis | SATISFACTION & FIDELITE CLIENT | Scoop.it
Chocolate and peanut butter. Romeo and Juliet. Yin and yang. Sometimes two ideas become so closely identified with each other that it can be hard to remember that they are actually separate entities.
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Comment offrir à vos clients une véritable expérience multicanale ... - JDN

Comment offrir à vos clients une véritable expérience multicanale ... - JDN | SATISFACTION & FIDELITE CLIENT | Scoop.it
Les changements induits par les progrès technologiques et notamment la croissance d’Internet nous ont propulsés dans une nouvelle ère du commerce. Cette nouvelle ère du numérique est en train de révolutionner la grande consommation.
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L'importance "bi-directionnelle" en satisfaction clients

L'importance "bi-directionnelle" en satisfaction clients | SATISFACTION & FIDELITE CLIENT | Scoop.it
Le contraire de la satisfaction n'est pas l'insatisfaction, mais la non-satisfaction (zone de neutralité).
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5 Things That Are Killing Your Customer Experience

5 Things That Are Killing Your Customer Experience | SATISFACTION & FIDELITE CLIENT | Scoop.it
Companies have a bad habit of treating customers like a flakey guy would treat a girl he didn't care about. Once they have the customer, they don't want to deal with what it takes to manage that relationship. Don't mis-read me; you are in a relationship with your customers. Are you being [...]
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Quiz de l'été : best of relation client du premier semestre

Quiz de l'été : best of relation client du premier semestre | SATISFACTION & FIDELITE CLIENT | Scoop.it
Comme il est de tradition pendant la période estivale sur le blog du Sens du client, je vous propose un quiz pour vous détendre et revenir sur les six premiers mois de l'année.
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Prudential Individual Life Insurance Q&A: Building Brand Loyalty By Creating Value

Prudential Individual Life Insurance Q&A: Building Brand Loyalty By Creating Value | SATISFACTION & FIDELITE CLIENT | Scoop.it
Prudential Life Insurance builds meaningful relationships between diverse groups of intermediaries and individuals to increase customer loyalty.
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Why Customers Are Naturally Negative

Why Customers Are Naturally Negative | SATISFACTION & FIDELITE CLIENT | Scoop.it
“If it bleeds, it leads.”
It's a popular maximum in news reporting. News directors and editors know that people are fascinated by the negative. Accidents, violence, and tragedies get us talking.
Sadly, the same is true in customer service.
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How Customer Experience Leaders Can Close the Gap Between Insight and Action

How Customer Experience Leaders Can Close the Gap Between Insight and Action | SATISFACTION & FIDELITE CLIENT | Scoop.it
Four key ways to improve multichannel customer experiences by turning marketing's insights into strategic actions.
The post How Customer Experience Leaders Can Close the Gap Between Insight and Action appeared first on Smarter With Gartner.
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How To Build A Top-Notch Customer Marketing Team In Your Organization

How To Build A Top-Notch Customer Marketing Team In Your Organization | SATISFACTION & FIDELITE CLIENT | Scoop.it
In earlier blog posts, David Coates, Senior Customer Marketing Manager at Iron Mountain, outlined his company’s unique approach to engaging customers, along with a framework for effective customer marketing.
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CX Journey™ Musings: Skill Trumps Passion (or Does It?)

CX Journey™ Musings: Skill Trumps Passion (or Does It?) | SATISFACTION & FIDELITE CLIENT | Scoop.it
Image courtesy of juhansoninWhen making career decisions, are you a believer in the "follow your passion" mantra or are you on team "be so good they can't ignore you?
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Five Innovation Tips to Improve the Customer Experience - Smarter With Gartner

Five Innovation Tips to Improve the Customer Experience - Smarter With Gartner | SATISFACTION & FIDELITE CLIENT | Scoop.it
Most leaders tasked with improving the customer experience sincerely want to innovate more, but get stymied by business-as-usual processes
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5 Top Customer Service Articles For the Week of July 27, 2015

5 Top Customer Service Articles For the Week of July 27, 2015 | SATISFACTION & FIDELITE CLIENT | Scoop.it
TOP CUSTOMER SERVICE AND BUSINESS ARTICLES
Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week.
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5 Signs You Have A Customer Experience Problem - Influitive

5 Signs You Have A Customer Experience Problem - Influitive | SATISFACTION & FIDELITE CLIENT | Scoop.it
Megan Heuer, VP and Group Director at SiriusDecisions, explains the connection between customer engagement and growth.
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TOM, Travel On Move – Relation client: les marq...

TOM, Travel On Move – Relation client: les marq... | SATISFACTION & FIDELITE CLIENT | Scoop.it
TOM, Travel On Move – Relation client: les marques du Tourisme doivent encore s’améliorer on Clients, services, satisfaction et évaluation curated by luc Vandendriessche
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infographie-media-sociaux-relation-client.jpg

Les médias sociaux dans la #relationclient http://t.co/y8L36Th7dD via @GreenBureau_
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Measurement / How to measure customer experience.

Measurement / How to measure customer experience. | SATISFACTION & FIDELITE CLIENT | Scoop.it

Via Rohit Nambiar, Arthur BVA
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Customer loyalty programs: Should your business have one?

Customer loyalty programs: Should your business have one? | SATISFACTION & FIDELITE CLIENT | Scoop.it
Customer loyalty programs come in all shapes and sizes. From sophisticated airline frequent flyer programs with a plastic membership card that can be loaded with cash in multiple currencies and earns points on purchases from select retailer — to the coffee shop with a simple cardboard loyalty card requiring a physical stamp after purchase (buy 9 coffees, get one free!) No matter the format, they all have one aim: to incentivise customers to buy more, and more often. This is a worthy goal. Howeve
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Infographie – Les marques françaises et l’expérience client omnicanal en ligne

Infographie – Les marques françaises et l’expérience client omnicanal en ligne | SATISFACTION & FIDELITE CLIENT | Scoop.it
Eptica, spécialiste des solutions de gestion des interactions clients, publie les résultats de son étude annuelle sur le thème
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