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Regagner durablement la confiance de leurs clients : l’impérieuse nécessité des banques

Regagner durablement la confiance de leurs clients : l’impérieuse nécessité des banques | Customer Experience, Satisfaction et Fidélité client | Scoop.it

La confiance des clients ne disparaît pas. Elle évolue, change de nature et exige de la banque qu’elle s’adapte sans ...

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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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INFOGRAPHIC : 2015 State of Multichannel Customer Service

INFOGRAPHIC : 2015 State of Multichannel Customer Service | Customer Experience, Satisfaction et Fidélité client | Scoop.it
01611A newly-released 2015 U.S. State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM shows that customer service expectations, as well as views around the …
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[Infographie] Les tendances du digital dans le secteur du retail | Orange Business Services

[Infographie] Les tendances du digital dans le secteur du retail | Orange Business Services | Customer Experience, Satisfaction et Fidélité client | Scoop.it
Les nouvelles technologies et le digital sont à l’origine de la mutation du commerce, notamment dans le secteur du retail.
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Citroën Advisor

Citroën Advisor | Customer Experience, Satisfaction et Fidélité client | Scoop.it
Christian Barbaray's insight:

En tant que client Citroën Advisor vous permet d’évaluer les prestations de votre point de vente et de partager votre avis sur internet en toute transparence.

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Webinar « Customer Experience » suivez l' Experience client

Webinar « Customer Experience » suivez l' Experience client | Customer Experience, Satisfaction et Fidélité client | Scoop.it
Avec Custrack, découvrez un nouveau programme de Feed back client, de suivi de la CX (Customer Experience) et la qualité de service. Passez des mesures à froid sur échantillon aux mesures à chaud sur événement...
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11 Customer Defusing Phrases for Dealing with Angry Customers

11 Customer Defusing Phrases for Dealing with Angry Customers | Customer Experience, Satisfaction et Fidélité client | Scoop.it
11 Customer Defusing PhrasesIt’s no secret that encountering angry, hysterical, upset, and confused customers is an occupational hazard of working at a call center.
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5 Ways to Transform Customer Service at a Small Business

5 Ways to Transform Customer Service at a Small Business | Customer Experience, Satisfaction et Fidélité client | Scoop.it
Transforming customer service at a small businessLimitations offer the biggest challenges to us, but at the same time they are the best boosters of creativity and inspiration.
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Relation client en temps réel : 3 conseils appliqués aux banques

Relation client en temps réel : 3 conseils appliqués aux banques | Customer Experience, Satisfaction et Fidélité client | Scoop.it
41% des clients déclarent ne pas être sûrs de rester fidèles à leur banque, d’après le World Retail Banking Report 2013 publié par Capgemini. Une réalité avec laquelle les établissements financiers doivent désormais compter.
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CX Journey™ Musings: Skill Trumps Passion (or Does It?)

CX Journey™ Musings: Skill Trumps Passion (or Does It?) | Customer Experience, Satisfaction et Fidélité 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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In the World of Customer Experience, Does Size Matter?

In the World of Customer Experience, Does Size Matter? | Customer Experience, Satisfaction et Fidélité 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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Service Innovation Awards Show the Future is Now for Customer Service

Service Innovation Awards Show the Future is Now for Customer Service | Customer Experience, Satisfaction et Fidélité client | Scoop.it
With the majority of brands and organizations still working on multichannel customer service mastery, Microsoft and its partners are thinking ahead so that they can help brands and organizations meet the ever-increasing expectations for service.
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Chasing Profitability in Your Contact Center

Chasing Profitability in Your Contact Center | Customer Experience, Satisfaction et Fidélité client | Scoop.it
Businesses want to increase revenue (no surprises there). And this desire to maximize profitability is driving a new contact center model: the blended contact center. Blended contact centers are responsible for both outbound and inbound calls.
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Customer Experience and Organizational Change: An Interview with Jericho CEO, Ian Williams

Customer Experience and Organizational Change: An Interview with Jericho CEO, Ian Williams | Customer Experience, Satisfaction et Fidélité client | Scoop.it
Focusing your company around the customer means organizational change. Ian Williams, from Jericho, highlights some problems and solutions.
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Voyageurs connectés 5 étapes pour garantir la satisfaction client dans l'aérien…

Toutes les entreprises veulent mieux comprendre leurs clients et les médias sociaux les ont plus que jamais rapprochés. Pour les compagnies aériennes, en parti…
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Citroën se mesure à ING Direct pour son premier campus de l’expérience client

Citroën se mesure à ING Direct pour son premier campus de l’expérience client | Customer Experience, Satisfaction et Fidélité client | Scoop.it
Citroën se distingue dans le monde de l’automobile et dans le domaine de la relation client en créant le « Campus de l’expérience client ».
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expérience client en magasin : les consommateurs en veulent plus ! | Orange Business Services

expérience client en magasin : les consommateurs en veulent plus ! | Orange Business Services | Customer Experience, Satisfaction et Fidélité client | Scoop.it
A l’heure des objets connectés et de la personnalisation de la relation client, l’expérience vécue par les consommateurs connaît un véritable bouleversement. Mais les magasins seraient-ils en retard ?
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The Company Cultures That Help (or Hinder) Digital Transformation

The Company Cultures That Help (or Hinder) Digital Transformation | Customer Experience, Satisfaction et Fidélité client | Scoop.it
The five toughest obstacles.
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How customer experience measurement could prove an imperative tool for the grocery retail sector

How customer experience measurement could prove an imperative tool for the grocery retail sector | Customer Experience, Satisfaction et Fidélité client | Scoop.it
KPMG Nunwood look at the benefits of customer experience measurement for the grocery retail sector
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Why Customers Are Naturally Negative

Why Customers Are Naturally Negative | Customer Experience, Satisfaction et Fidélité client | Scoop.it
“If it bleeds, it leads.”It's a popular maxim 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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5 Great Alternatives to 24/7 Social Customer Service

5 Great Alternatives to 24/7 Social Customer Service | Customer Experience, Satisfaction et Fidélité client | Scoop.it
by Sofie De Beule, Community Manager at Engagor Customers are making key buying decisions based on the interactions they have with brands on social media.
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Book Review: Be Your Customer's Hero

Book Review: Be Your Customer's Hero | Customer Experience, Satisfaction et Fidélité 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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L'industrie internet aux Etats-Unis obtient un taux de satisfaction ... - 新华网

L'industrie internet aux Etats-Unis obtient un taux de satisfaction ... - 新华网 | Customer Experience, Satisfaction et Fidélité client | Scoop.it
L'industrie internet aux Etats-Unis obtient un taux de satisfaction record, selon Gallup---Six Américains sur dix voient l'industrie internet soit très positivement ou assez positivement -- une hausse par rapport à il y a un an et de loin le...
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Guest Blog: The Impact Employee Experience has on Customer Experience

Guest Blog: The Impact Employee Experience has on Customer Experience | Customer Experience, Satisfaction et Fidélité client | Scoop.it
This week on our Friends on Friday guest blog post, my colleague Max Yoder writes about how important it is to ensure that the employee experience will reflect the customer experience.
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Customer Journey Mapping—Not Just Wall Art

Customer Journey Mapping—Not Just Wall Art | Customer Experience, Satisfaction et Fidélité client | Scoop.it
Recently, I presented a webinar on how customer journey mapping can drive optimal business processes that impress customers and, ultimately, drive your organization! You can view the webinar here. I’ll share a few highlights.
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Restaurer la confiance avec une relation client 3.0

Restaurer la confiance avec une relation client 3.0 | Customer Experience, Satisfaction et Fidélité client | Scoop.it
La keynote "Décentralisation et vie privée: restaurer la confiance avec une relation client 3.0" a suscité des questions sur l’avenir de la relation clients
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