customers excellence
DESCRIPTION
How to achieve excellence in customer relationships ? Knowing the clients’ future expectations Three steps towards relational excellenceTRANSCRIPT
Customers Excellence
Capgemini study – Les Echos, L’insatisfaction client : donnez-vous les moyens d’agir au bon moment !, 2012
87% of clients left a company
following a disappointing customer service
An improvement of
5 % of team
involvement
…generates an improvement of
2 % of customer loyalty …
…and of 2 % of
profitability
Objectives to achieve excellence in customer relationships
Reinforcing service-mindedness for a better and richer client experience
Encouraging innovation beyond codes
Dealing with the clients’ relational expectations and their development
Knowing the clients’ future expectations
Once & Done / Anytime, Anywhere, Any device
A unified and uninterrupted experience
Community and co-construction
Differentiated treatment
Re-humanising the relation
Developing relational excellence is…
… everybody’s business
… necessarily developing the symmetry of attentions, and looking after co-workers
… handling the art of empowerment and the right to be mistaken
… working on behaviour even more than on skills
Our convictions
Three steps towards relational excellence
Giving meaning Setting in movement Guaranteeing on-going improvement
• Explaining the link with the company project
• Making each individual aware of their added value
• Ensuring the co-workers’ well-being
• Co-building
• Empowering all the co-workers
• Improving skills
• Communicating• Assessing progress• Updating, innovating and perfecting the process
For more information …
CONTACT US
BLOG
TWITTER@akorconsulting
VIADEO
SCOOP IT
@akorconsulting
@akorconsulting
@transformons.fr
01.46.09.13.07 –[email protected]
http://www.transformons.fr