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News
3 January 2025
Over 100,000 employees have already completed the COS COMPANY diagnostic.
The COS COMPANY diagnostic is a scientific measurement of an organization's customer orientation, providing a highly detailed assessment of both…
News
3 January 2025
The Customer Fresk : already more then 8000 participants and a strong impact on teams
Since its launch in March 2023, The Customer Fresck has experienced meteoric growth. Introduced during the 57th AMARC Convention (which…
News
26 November 2024
“Sorry, I don’t have time”: When 1 hour in the back office costs 300 hours on the shop floor.
Imagine this scenario. At a leading textile retail company, the Merchandising Manager—responsible for designing in-store presentation materials—is approached by a…
News
6 November 2024
The customer’s glasses for a change of perspective.
A few years ago, we launched the "customer glasses" for Compagnie des Alpes (Julie Charrier, Thibaut Paulin, Gregory Guzzo) to…
News
19 July 2024
A manufacturer, an insurer and an operator are in a boat
This boat is that of the price increases at the beginning of the year. When I spoke to each of…
News
19 July 2024
A central concept in marketing
Historically, customer orientation is only one of two (Narver and Slater, 1990) or three (Gatignon and Xuereb, 1997) dimensions of…
News
19 July 2024
Feedback from CREDIT AGRICOLE
The COS SYSTEM Customer Culture Diagnostic enabled us to highlight a priority obstacle linked to Customer Connection. The voice of…
News
19 July 2024
Feedback from MALAKOFF HUMANIS
We launched a program focused on developing and strengthening Customer Culture. Aware of the lack of impact of the various…
News
19 July 2024
Management and customer orientation: a necessary realignment
The management of tomorrow will certainly have to take into account the cognitive biases and automatisms of employees. Too much…