COS

NEWS

“Take initiatives on behalf of customers, as long as this does not harm the company’s interests” (one of the injunctions stemming from our 3rd pillar of customer culture – see COS).

We campaign for common sense to be managed in such a way as to enable employees in contact with customers to provide a service that is as close as possible to the customer’s needs.

Unfortunately, managers, subjected to contradictory injunctions, often prefer to control and dominate rather than encourage initiative. Too afraid of “going off course”.
The example of Mr Tabard, a bus driver fired for taking the initiative to stop a child in front of his home (to prevent him from walking in the dark) is emblematic.

We believe that common sense is the solution.
That’s easy to say! I know, but…

But you have to work at it. The levers to generate customer culture exist. Cultural transformation is possible. We are experiencing it with many companies at the moment.
We firmly believe that tomorrow’s companies will necessarily be customer-focused, for the sake of their profitability and everyone’s happiness.