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Microsoft Surface : des clients mécontents - Web & Tech

Microsoft Surface : des clients mécontents - Web & Tech | Customer Experience, Satisfaction et Fidélité client | Scoop.it

La firme de Redmond a répondu que ses clients « comprenaient que le système d'exploitation et les applications pré-installées résident sur le stockage interne de l'appareil, réduisant de fait...

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Customer Experience, Satisfaction et Fidélité client
Tout sur la Satisfaction, la Fidélité et l'Experience client : Culture, Méthodes, Outil et Enjeux économiques ...
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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. | Customer Experience, Satisfaction et Fidélité client | Scoop.it
Pierre et vacances, Satisfaction, expérience client, Impact économique satifsfaction client, fidélité
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SAUVONS L'ASSURANCE

SAUVONS L'ASSURANCE | Customer Experience, Satisfaction et Fidélité client | Scoop.it
Echange de bonnes pratiques pour que l'Assurance remplisse son rôle sociétal
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Objectif client

Objectif client | Customer Experience, Satisfaction et Fidélité client | Scoop.it
Cet ouvrage revient sur l'un des changements les plus radicaux survenu au cours des dix dernières années dans l'entreprise : l'équilibre du pouvoir s'est modifié au bénéfice du client.
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CX vs. UX – Game On!

CX vs. UX – Game On! | Customer Experience, Satisfaction et Fidélité client | Scoop.it
By Graham Anderson, Founder of OpenCRM
The relationship between customer service and user experience is not as easily defined as some would have you believe.
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Quizz de l'été de la relation client | Orange Business Services

Quizz de l'été de la relation client | Orange Business Services | Customer Experience, Satisfaction et Fidélité client | Scoop.it
C’est l’été ! Que vous soyez en vacances au bord de la mer ou au bureau à avancer pendant que les collègues se reposent, c’est le moment de tester vos connaissances en matière d’expérience client.
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Most Important CX Articles of the Week

Most Important CX Articles of the Week | Customer Experience, Satisfaction et Fidélité client | Scoop.it
The understanding that customer experience is a crucial thing for the companies gain, gets bigger every day.
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4 Steps to Successful Customer Service

4 Steps to Successful Customer Service | Customer Experience, Satisfaction et Fidélité client | Scoop.it
It’s amazing to see the contrasts of successful companies that dot our history to the newer companies of recent history up to today. Despite the contrasts, they all have one thing in common. They are relentlessly focused on customer service.
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Why Strong Customer Relationships Trump Powerful Brands

Why Strong Customer Relationships Trump Powerful Brands | Customer Experience, Satisfaction et Fidélité client | Scoop.it
M&A data reveals the impact of the internet.
Christian Barbaray's insight:

Brand valuations declined by nearly half while customer relationship values doubled over a decade. 

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What Do Your Customers Think About You?

What Do Your Customers Think About You? | Customer Experience, Satisfaction et Fidélité client | Scoop.it
Find out how your customers view the service they receive and you will be able to deliver that little bit extra..
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5 Things That Are Killing Your Customer Experience

5 Things That Are Killing Your Customer Experience | Customer Experience, Satisfaction et Fidélité 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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Three Powers Customers Have Now That They Never Had Before

Three Powers Customers Have Now That They Never Had Before | Customer Experience, Satisfaction et Fidélité client | Scoop.it
Customers are more empowered than ever before, presenting your business with significant challenges but which, when handled correctly with multi-channel software, could also be huge opportunities. T…
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6 lessons for your Guest Experience teams, from the Apple store.

6 lessons for your Guest Experience teams, from the Apple store. | Customer Experience, Satisfaction et Fidélité client | Scoop.it
We attract a different type of person, someone who really wants to get in a little over his head and make a dent in the universe. - Steve Jobs Apple touches the lives of its customers only after  t...
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Des années 60 à aujourd’hui : L’évolution de la relation client rend les consommateurs heureux

Depuis les années 60, la relation entre les marques et les consommateurs a pris un tournant.

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Management de l'expérience client

Management de l'expérience client | Customer Experience, Satisfaction et Fidélité client | Scoop.it
L'ambition de cet ouvrage est d'éclairer de manière pragmatique les étapes de la construction d'une stratégie d'expérience client en la fondant sur un raisonnement marketing rigoureux.
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The hidden heroes of customer experience

The hidden heroes of customer experience | Customer Experience, Satisfaction et Fidélité client | Scoop.it
Amancio Torres, CEO of ShiftIN Partners
When I was invited to became a contributor to the Customer Experience Magazine I was a little (just a little) surprised. Why have I been invited?
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Employee engagement: Time to integrate staff development and customer service?

Employee engagement: Time to integrate staff development and customer service? | Customer Experience, Satisfaction et Fidélité client | Scoop.it
A 'command and control' culture can't be overcome with motivational workshops and staff surveys.
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5 Ways to Handle Customer Complaints

5 Ways to Handle Customer Complaints | Customer Experience, Satisfaction et Fidélité client | Scoop.it
Not everyone who deals with your firm is going to be happy with your product or service. Handling customer complaints properly can help you deal with the issue at hand, while giving you the opportunity to retain the customer.
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L’intelligence artificielle gagne du terrain dans la relation client des banques

L’intelligence artificielle gagne du terrain dans la relation client des banques | Customer Experience, Satisfaction et Fidélité client | Scoop.it
L’intelligence artificielle gagne du terrain dans la relation client des banques
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Sens du client - Le client n'est plus roi, un débat à l’Île Maurice

Sens du client - Le client n'est plus roi, un débat à l’Île Maurice | Customer Experience, Satisfaction et Fidélité client | Scoop.it
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Why Customer Service Matters, Even For A Government Agency Or Other Sole Provider

Why Customer Service Matters, Even For A Government Agency Or Other Sole Provider | Customer Experience, Satisfaction et Fidélité client | Scoop.it
What if you didn’t have any competition? Would the customer experience you create even matter–if, for example, you ran a government agency or otherwise had an inherent monopoly?  Would you–should you?–trouble yourself to maintain and improve it? Some time ago I had the opportunity to be involved as a consultant and speaker in [...]
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Shep Hyken, Customer Service Expert and Best Selling NY Times Author

Shep Hyken, Customer Service Expert and Best Selling NY Times Author | Customer Experience, Satisfaction et Fidélité client | Scoop.it
To call Shep Hyken a professional speaker is like calling Batman a guy
who's good with gadgets. Shep is a legend, and Doug interviews him today.
When it comes to an amazing customer service experience, we learned so much
of what we know today from him. Here's more about Shep, and what you will
hear on the show today:

• President of the National Speakers Association

• New York Times and Wall Street Journal bestselling author of 5 books 

• He has spoken for Disney, AT&T, SAP, Lexus, America
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Why Does User Experience Matter?

Why Does User Experience Matter? | Customer Experience, Satisfaction et Fidélité client | Scoop.it
User Experience, commonly simplified as UX is more than a concept, it is an approach which has in recent years become known to the digital industry as intelligent approach to website design. UX desig…
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Why the Best Marketing Campaigns Put Customer Experience First | Convince and Convert: Social Media Strategy and Content Marketing Strategy

Why the Best Marketing Campaigns Put Customer Experience First | Convince and Convert: Social Media Strategy and Content Marketing Strategy | Customer Experience, Satisfaction et Fidélité client | Scoop.it
More than ever, brands are defined by the customer experience they deliver at every touchpoint. JetBlue's latest campaign answered the call.
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