Outsourcing your customer service means entrusting a very important part of your brand image to a third party; your service provider’s employees will interact on your behalf with your customers. That is why it is important to choose your partner well and to have the tools at your disposal to steer…
The Customer Service: A real value added tool for brands
The big issue for brands : a personalized and optimized customer experience Excellence in Customer Relationship Management is one of the main objectives of brands and must, today, be thought of from a multichannel perspective. An individual interacting with a brand expects to be known, recognized and nurtured equally, regardless…
Brand Ambassadors : The importance of training
To become ambassadors of your brand, our employees must understand your brand flawlessly. This is why we advise our clients to get involved in the training of their agents. The COVID-19 crisis currently obstructs face-to-face interactions but training remains a major action point. From training to brand culture A good…
Customer proximity : How can you stay as close as possible to your customers during a crisis?
How do you engage with your customers when you can no longer meet face-to-face? Crisis or no crisis, being close to your customers is your priority. But in a time of confinement and closed signs, how does one maintain good customer proximity? How does one retain, animate, accompany customers without…
What is your feedback used for?
In the digital age all brands must have a strong online presence. Your visibility and searchability also takes into account the feedback collected; stars and reviews collected that are associated with your name. From Google’s SERP, your image value is measured by the amount and quality of your clients’ feedback….
How to maximize your ROI with insights from your online community
What if your consumer community is finally able to to be the epicentre of your real time decision making? From the panel to the community, this is how you can take ownership of a data analytics tool to boost your marketing ROI. Panel or online community? Your panel is the…
Clienteling: customer service beyond sales
The customer is not new. Listen, collect and transcribe customer data. It was the base of local merchants centuries ago. But today, clienteling is no longer only used to sell a product, it also allows and can be especially to provide the richest, most unique, highest-end and longest shopping experience. In…
Review 2020 : Global Customer Relationship Trends for the luxury sector
With more than 3 million contacts entrusted by our 110 customers through our subsidiaries (France, Belgium, Italy, UK, US, China, Hong Kong and Japan), we like to share every year the major global trends in Customer Relationship for the luxury sector. Everywhere in the world, it should be noted that…
Best practices for managing your panels
Panel management tools are more and more efficient and today deliver detailed and reliable information. Above all, they have become democratized and can very well be internalized. Today, having a base of customer panels is essential for anyone who wants to develop customer satisfaction and gain market share. However, the…
The new Customer Relationship Experience
Customer Experience, the #1 factor in the selection criteria In 2021, in a disrupted economic context and uncertain forecasts, Customer Relationship will become the main differentiating factor between brands. Competition is intensifying, products and services are equivalent in many sectors of activity, prices and margins are reduced … Distribution channels…