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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 | Customer Experience, Satisfaction et Fidélité 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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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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Cinq entreprises qui transforment leur relation...

Cinq entreprises qui transforment leur relation... | Customer Experience, Satisfaction et Fidélité client | Scoop.it
S’il y a bien un sujet qui met toutes les entreprises d’accord, c’est celui de l’impact du numérique sur leur activité. La relation entre...
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Why an ROI Can Help You Run a More Effective Loyalty Program

Why an ROI Can Help You Run a More Effective Loyalty Program | Customer Experience, Satisfaction et Fidélité client | Scoop.it
Discover the ROI of a loyalty program.
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Engaged Employees Drive Business Growth

Engaged Employees Drive Business Growth | Customer Experience, Satisfaction et Fidélité client | Scoop.it
Image courtesy of mdennesI originally wrote today's post for Intradiem. It appeared on their blog on January 22, 2015. Fact: The employee experience drives the customer experience.
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Lexus arrache la palme de la satisfaction client - Journal de l'Automobile

Lexus arrache la palme de la satisfaction client - Journal de l'Automobile | Customer Experience, Satisfaction et Fidélité client | Scoop.it
Journal de l'Automobile Lexus arrache la palme de la satisfaction client Journal de l'Automobile Lexus vient d'être classée en tête de la satisfaction client des marques automobiles, selon le rapport d'étude du cabinet ACSI, relayé par Automotive...
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Don't Fumble Your Customers' Moments of Truth

Don't Fumble Your Customers' Moments of Truth | Customer Experience, Satisfaction et Fidélité client | Scoop.it
We hear so much about the customer experience these days that it's getting hard to define.
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10 Reasons Why Customer Complaints Are Good News (Part Two)

10 Reasons Why Customer Complaints Are Good News (Part Two) | Customer Experience, Satisfaction et Fidélité client | Scoop.it
Read Part One here6. Fuel for an Uplifting Service CultureComplaints can work as a trigger for taking new action and catalyzing positive change.
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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 | Customer Experience, Satisfaction et Fidélité 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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How to Guarantee Increases in Customer Satisfaction Metrics

How to Guarantee Increases in Customer Satisfaction Metrics | Customer Experience, Satisfaction et Fidélité client | Scoop.it
If you’re on the hook for raising customer satisfaction metrics like Net Promoter Score (NPS) or Customer Satisfaction (CSAT) then you’ve probably realized that you need to fully understand the drivers of these metrics.
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Cinq entreprises qui transforment leur relation...

Cinq entreprises qui transforment leur relation... | Customer Experience, Satisfaction et Fidélité client | Scoop.it
S’il y a bien un sujet qui met toutes les entreprises d’accord, c’est celui de l’impact du numérique sur leur activité. La relation entre...
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Infographie sur l'expérience utilisateur | Equinix

Infographie sur l'expérience utilisateur | Equinix | Customer Experience, Satisfaction et Fidélité client | Scoop.it
Découvrez les conséquences de la performance des applications sur l'expérience utilisateur
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Le règlement des litiges : levier de la relation client

Le règlement des litiges : levier de la relation client | Customer Experience, Satisfaction et Fidélité client | Scoop.it
Le règlement des litiges de consommation est LE sujet de la rentrée 2015 en matière de relation client. A partir de septembre, dans toute l’Europe, les e-c
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le R.O.I de l'expérience client | Orange Business Services

le R.O.I de l'expérience client | Orange Business Services | Customer Experience, Satisfaction et Fidélité client | Scoop.it
L’expérience client est-elle réellement profitable ? Nous sommes nombreux à discuter des enjeux stratégiques à investir dans ce domaine. Cependant, nous évoquons rarement le retour sur investissement de tels projets.
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Why You Should Stop Trying to Motivate Customer Service Employees

Why You Should Stop Trying to Motivate Customer Service Employees | Customer Experience, Satisfaction et Fidélité client | Scoop.it
Nate Brown's conference session was packed.People had crowded into the room to learn about gamification, the latest trend in employee motivation. The participants were customer service leaders attending ICMI's 2015 Contact Center Expo.
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Comment booster votre relation client avec le c...

Comment booster votre relation client avec le c... | Customer Experience, Satisfaction et Fidélité client | Scoop.it
Le collaboratif permets d'optimiser le bien-être des téléopérateurs ainsi que la productivité du centre de contacts ou centre d'appels.
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Validating Your Journey Maps for #CX Design Success

Validating Your Journey Maps for #CX Design Success | Customer Experience, Satisfaction et Fidélité client | Scoop.it
Image courtesy of ~db~Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on March 19, 2015.
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What To Look For in a Customer Experience Platform?

What To Look For in a Customer Experience Platform? | Customer Experience, Satisfaction et Fidélité client | Scoop.it
In our rapidly evolving world, customer experience (CX) is one of the greatest sustainable differentiators available. You can always find opportunities to get ahead of your competition based on your ability to execute.
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4 Ways to Kick Start Your MarTech Journey

4 Ways to Kick Start Your MarTech Journey | Customer Experience, Satisfaction et Fidélité client | Scoop.it
We've all heard the predictions: Gartner analysts forecast that the CMO will exceed the CIO in technology spending by 2017. Red-hot innovation has spurred hundreds of new start-ups and offerings in the MarTech space with an unintended consequence...
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The Psychological Instinct That Drives Customer Advocacy

The Psychological Instinct That Drives Customer Advocacy | Customer Experience, Satisfaction et Fidélité client | Scoop.it
A lot of companies think their customers will never advocate for their brand. But that just isn’t true.
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How to Transform Your Customer Service Goals

How to Transform Your Customer Service Goals | Customer Experience, Satisfaction et Fidélité client | Scoop.it
According to the American Express Global Customer Service Barometer, customers are twice as likely to share bad customer service experiences than positive ones. Unfortunately a bad review can take hard work to reverse.
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Why Customer Loyalty Really Matters and How to Improve It (Infographic)

According to the 80/20 rule (the Pareto Principle), 80% of business comes from 20% of customers – in other words, a small group of your customers are generating the bulk of your revenue.
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How Customer Success Can Use Advocate Marketing To Its Advantage

How Customer Success Can Use Advocate Marketing To Its Advantage | Customer Experience, Satisfaction et Fidélité client | Scoop.it
I work at Zapproved, which is a pioneer in developing cloud-hosted software for corporate legal departments, as a One to Many (1:Many) Customer Success Manager.
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Connaitre ou comprendre le client ?

Connaitre ou comprendre le client ? | Customer Experience, Satisfaction et Fidélité client | Scoop.it
Je parlais dernièrement de l’importance de connaitre le client. C’est un élément clé d’une experience individualisée, d’un marketing personnalisé et in fine un outil majeur au service de la rétention du client.
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How CSAT & Other Customer Satisfaction Metrics Can Uncover Brand Advocates

How CSAT & Other Customer Satisfaction Metrics Can Uncover Brand Advocates | Customer Experience, Satisfaction et Fidélité client | Scoop.it
Did you know that word of mouth marketing influences 92% of all B2B purchases? That’s why finding your happiest customers and turning them into advocates for your brand is a must if you want to generate social proof for your product or service.
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Top 5 Customer Service Myths [Infographics]

What happens when our customers complain? First of all we receive information about various issues and have an ability to improve and make our customers happy.
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Cinq entreprises qui transforment leur relation client grâce au digital

Cinq entreprises qui transforment leur relation client grâce au digital | Customer Experience, Satisfaction et Fidélité client | Scoop.it
S’il y a bien un sujet qui met toutes les entreprises d’accord, c’est celui de l’impact du numérique sur leur activité. La relation entre...
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