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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…
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19 July 2024
Another anecdote that’s not an anecdote
I order a coffee and while it's being served I take the opportunity to go to the toilet. When I…
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19 July 2024
“The day there’s just one customer left, we’ll have an NPS of +100”
Surveying buyers on their Satisfaction is useful but not enought Indeed, collecting feedback from those who have gone through checkout…
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19 July 2024
Seriously, have they fallen on their heads?
Here’s the situation: my mobile operator has just informed me that my plan’s price will increase (in exchange for more…
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19 July 2024
Salmonella and customers
Once upon a time ... ... The managers of a group selling chocolates that were too good to eat realized…