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5 March 2026
Leroy Merl’undies: A Revealing Sign of Customer Culture
Sometimes, an apparently trivial initiative can say a lot about a company's culture. This is exactly the case with Leroy…
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5 March 2026
The Art of Verbal Communication: A Dying Practice
Who still dares to pick up the phone? Phone anxiety: an underestimated struggle What if picking up the phone to…
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5 March 2026
You have a personal interest in being kind to your customers
In a world often driven by performance, competition and efficiency, it is easy to underestimate a fundamental human truth. Kindness…
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5 March 2026
Customer Culture: A True Competitive Advantage
Customer culture and its importance in business What is customer culture? Born from a simple observation, the concept of customer…
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7 November 2024
The nightmare at SFR
A Simple Order… Or So It Seemed Hell at SFR(not sure if it's any better with other providers). A young…
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6 November 2024
Customer experience at the heart of everyone’s focus!
Customer Experience, A Priority Everywhere Never before have so many companies placed customer experience at the forefront of their business.…
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19 July 2024
It’s not always easy being an SNCF agent
A Well-Meaning Campaign, but for Whom? I came across this campaign in a train station, encouraging passengers to show more…
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19 July 2024
I’ve experienced the Police’s customer (user) orientation!
Wrongly Accused In early May, I found myself accused in a sordid criminal case. I quickly realized it was a…
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19 July 2024
Nicolas Théry, Chairman of Crédit Mutuel announces a bombshell
A burst of customer-centric culture, courtesy of Crédit Mutuel. Nicolas Théry, Chairman of Crédit Mutuel, announces a bombshell: Crédit Mutuel…