COS

NEWS

A few years ago, we launched the “customer glasses” for Compagnie des Alpes (Julie Charrier, Thibaut Paulin, Gregory Guzzo) to bring life to the animations around customer surveys. Since then, our idea has been copied, and the practice has spread elsewhere… so much the better, as it’s surely proof that it was a good idea and an effective tool for animating customer experience workshops!

So, back to the roots for COS System with our new website and its “customer glasses” (check out the first comment to see them)! Yes and no.

Yes, the glasses are obviously there to see situations through the eyes of the customer. Like the farmer or pastry chef who needs to step around to the other side of the counter to adopt their customers’ point of view. If we don’t change our perspective, if we don’t put ourselves in the customer’s shoes, if we don’t see for ourselves what the customer sees, if we don’t wear their glasses, there’s little chance of satisfying them! The “customer glasses” serve this purpose of perspective-taking.

But for us, the “customer glasses” also mean “changing the view”: defocusing from customer experience alone to take a broader look and embrace the company’s customer culture and the personal customer orientation of its teams. In other words, to broaden the field of vision, look further, and identify the root causes of the customer experience… This is our core mission at COS System: to help companies understand how to enhance the foundation of customer satisfaction by activating their customer culture and helping their teams develop their passion for the customer.