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LocalBonus parie sur la carte bancaire pour son programme de fidélité en magasin | L'Atelier: Disruptive innovation

LocalBonus parie sur la carte bancaire pour son programme de fidélité en magasin | L'Atelier: Disruptive innovation | SATISFACTION & FIDELITE CLIENT | Scoop.it
Avec LocalBonus, plus besoin d'appareils ou logiciels spécifiques pour les commerçants. Ces derniers peuvent développer la fidélité de clients qui ne possèdent pas de smartphones et les récompenser en espèces sonantes et trébuchantes.
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SATISFACTION & FIDELITE CLIENT
Tout sur la Satisfaction et la Fidélité Clients, les questionnaires, les résultats, les méthodes et les concepts de relation client et de réseaux sociaux qui y sont liés...
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CX Transformation Lacks Middle Manager Activation

CX Transformation Lacks Middle Manager Activation | SATISFACTION & FIDELITE CLIENT | Scoop.it
In the Temkin Group report Introducing Employee-Engaging Transformation (EET), we defined five EET practices that companies must master if they want to successfully drive CX change across their organization:: Vision Translation: Connect Employees...
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Sustain Your Investment In Loyalty from the First Customer Touch Point Onward

Sustain Your Investment In Loyalty from the First Customer Touch Point Onward | SATISFACTION & FIDELITE CLIENT | Scoop.it
The fierce marketing debate continues—is it better to invest in loyalty programs when you’re trying to acquire customers, or does it make more sense to wait and spend on loyalty when retaining them is the goal?
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« Ma Banque » : la nouvelle appli mobile au service de la relation client

« Ma Banque » : la nouvelle appli mobile au service de la relation client | SATISFACTION & FIDELITE CLIENT | Scoop.it
Quatre ans après le lancement de « Mon Budget », le Crédit Agricole lance sa nouvelle application mobile client.
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Infographies | Prosodie

Infographies | Prosodie | SATISFACTION & FIDELITE CLIENT | Scoop.it
[Infographie] 3 grands défis pour la relation client : anticiper, s'adapter, disposer http://t.co/4nxWapUxCA http://t.co/0ZfNEnqhGD
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Dongfeng Citroën Chine s'est classé en tête dans l'enquête de satisfaction ... -

Dongfeng Citroën Chine s'est classé en tête dans l'enquête de satisfaction ... - | SATISFACTION & FIDELITE CLIENT | Scoop.it
Dongfeng Citroën s'est classé en tête dans l'enquête de satisfaction ...
CCFA
Dongfeng Citroën s'est classé en tête de l'enquête de satisfaction de J.D.
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Customer Experience Trends We’ve Seen in 2014

Customer Experience Trends We’ve Seen in 2014 | SATISFACTION & FIDELITE CLIENT | Scoop.it
Technology is ever-evolving and to be able to survive the changing customer experience trends, it is important for organizations to keep changing their behaviors to meet the expectations of customers.
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Technology Is Raising the Customer Service Standard

Technology Is Raising the Customer Service Standard | SATISFACTION & FIDELITE CLIENT | Scoop.it
The customer service industry, like nearly every other industry over the last several decades, has been radically transformed by technology.
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5 impacts that Amazon has had on customer experience

5 impacts that Amazon has had on customer experience | SATISFACTION & FIDELITE CLIENT | Scoop.it
Last month Amazon turned twenty. In 1994 founder Jeff Bezos left his job, drove to Seattle and set up the business in his garage. Originally going to be called Cadabra (as in Abracadabra), the name...
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Baromètre de l’expérience client dans le secteur des assurances

Baromètre de l’expérience client dans le secteur des assurances | SATISFACTION & FIDELITE CLIENT | Scoop.it
Les jeunes générations plus critiques que leurs aînées quant à la qualité de service des assurances et des mutuelles
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Relation client & rentabilité sont-elles inconciliables ?

Relation client & rentabilité sont-elles inconciliables ? | SATISFACTION & FIDELITE CLIENT | Scoop.it
Depuis des années, la gestion de la relation client est prise en étau entre deux contraintes antagonistes : des consommateurs qui n’acceptent plus les traitements de masse et des entreprises dont le défi quotidien est le développement des ventes et...
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3 Ways to Prevent Negative Word of Mouth

3 Ways to Prevent Negative Word of Mouth | SATISFACTION & FIDELITE CLIENT | Scoop.it
Negative word of mouth can wreak havoc on your brand, especially online. Here are 3 ways to prevent negative feedback from causing a word of mouth disaster.
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Les attentes du voyageur en 2014 [INFOGRAPHIE]

Les attentes du voyageur en 2014 [INFOGRAPHIE] | SATISFACTION & FIDELITE CLIENT | Scoop.it
La plus récente étude de TripAdvisor met en lumière plusieurs contradictions entre les attentes des voyageurs et la perception des hôteliers sur ces attentes!
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Les défis de gestion de la relation-client en tourisme (1/2)

Les défis de gestion de la relation-client en tourisme (1/2) | SATISFACTION & FIDELITE CLIENT | Scoop.it
Première partie d'une analyse sur les défis et opportunités dans la gestion de la relation-client en tourisme, à l'ère numérique.
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Forrester: How to Use Agile Marketing to Enhance CX

Forrester: How to Use Agile Marketing to Enhance CX | SATISFACTION & FIDELITE CLIENT | Scoop.it
The hardest part of shifting to a customer-centric corporate culture may be getting your employees to embrace it. But your strategies and technologies are useless unless they do, according to a Forrester Research analyst.
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Salesforce Acquires CRM Startup RelateIQ for $390 Million

Salesforce acquired today a smaller CRM provider in a deal that could be worth up to $390 million, according to a filing with the United States Security and Exchange Commission. The CRM giant scooped up RelateIQ, a Palo Alto-based provider that...
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Instaurez une politique de gestion de vos clients insatisfaits et ... - Relation Client Magazine

Instaurez une politique de gestion de vos clients insatisfaits et ... - Relation Client Magazine | SATISFACTION & FIDELITE CLIENT | Scoop.it
Instaurez une politique de gestion de vos clients insatisfaits et ...
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parcours client : l'ultime moment de vérité (2/2) | Orange Business Services

parcours client : l'ultime moment de vérité (2/2) | Orange Business Services | SATISFACTION & FIDELITE CLIENT | Scoop.it
Dans la première partie de cet article, nous nous sommes intéressés au parcours client décrit par Procter & Gamble et les différentes évolutions proposées par Google et Brian Solis.
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Make Room in Your Budget for Customer Engagement

Make Room in Your Budget for Customer Engagement | SATISFACTION & FIDELITE CLIENT | Scoop.it
According to eMarketer, annual ad spending in the U.S. alone is projected to top $175 billion this year and reach nearly $200 billion by 2017. But if you look for similar numbers around customer engagement, they’re currently hard to find.
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Go Big or Go Home with Customer Experience

Go Big or Go Home with Customer Experience | SATISFACTION & FIDELITE CLIENT | Scoop.it
The good news: Businesses understand that taking care of the customer experience is just one of the requirements of doing business today and surviving to see tomorrow.  The bad news: Businesses continue to treat customer experience as a standalone...
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Infographic: The State of Customer Service

Infographic: The State of Customer Service | SATISFACTION & FIDELITE CLIENT | Scoop.it
81% of companies that consistently delivered an exceptional customer service experience outperformed their competition
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La transformation numérique révolutionne la relation client

90% des consommateurs sont prêts à abandonner une marque s'ils sont déçus par la qualité de son service client http://t.co/YuYO2Uuwde
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Anne-Sophie Pouyau (L'Occitane) et le Sens du client

Anne-Sophie Pouyau (L'Occitane) et le Sens du client | SATISFACTION & FIDELITE CLIENT | Scoop.it
L'Occitane est un champion de la distribution spécialisée. Un milliard d'euros de chiffre d'affaires, 7.000 collaborateurs, près de 2.400 boutiques dans le monde, voilà pour les chiffres.
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Is it a Reliable Experience or Experience Breakdown?

Is it a Reliable Experience or Experience Breakdown? | SATISFACTION & FIDELITE CLIENT | Scoop.it
To prevent customer experience breakdown, you need an enterprise view of what is being delivered and a way to bring the pieces together in the development and execution of the customer experience.
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Moving from Customer Service to Customer Care

Moving from Customer Service to Customer Care | SATISFACTION & FIDELITE CLIENT | Scoop.it
However you measure customer service, making improvements is never simple.
Organizations who have moved from good to great and are delivering world class service have done so by implementing root-and-branch change of how they interact with customers.
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Élisez le Directeur Relation Client de l'année 2014

Élisez le Directeur Relation Client de l'année 2014 | SATISFACTION & FIDELITE CLIENT | Scoop.it
Pour cette élection du Directeur Relation Client 2014, l'AFRC et la rédaction de Relation Client Magazine ont sélectionné dix managers dont la stratégie leur a paru exemplaire.
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