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Customer orientation: the importance of employee customer orientation

Evoking an organization's Customer Culture means considering the mindset of its employees. How can we ensure that everyone in the…

I’ve experienced the Police’s customer (user) orientation!

At the beginning of May, I found myself implicated (accused) in a sordid criminal affair.I quickly realized that it was…

Nicolas Théry, Chairman of Crédit Mutuel announces a bombshell

Nicolas Théry, Chairman of Crédit Mutuel, announces a bombshell: Crédit Mutuel will no longer issue health questionnaires for mortgages to…

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…

“The day there’s just one customer left, we’ll have an NPS of +100”

Asking buyers (or active customers) about their level of satisfaction is a useful way of getting feedback on the experience……

Seriously, have they fallen on their heads?

Lo and behold, my operator has informed me that they're increasing the price of my package (in exchange for optimizing…

Salmonella and customers

Once upon a time, the managers of a group selling chocolates that were too good to eat realized that their…

7 reasons not to make the quest for lasting customer satisfaction a company’s top priority

It's certainly naive of me, but I always wonder why companies don't put customers more at the heart of their…

“I’m proud to be at the service of our customers”

Here's a quote from Julie, a saleswoman at a leading retail chain. Julie seems happy, fulfilled and “in her place”.…

Safety without a safety culture is dead!

“On our industrial site, we record the highest number of accidents during the 2 hours preceding the arrival of the…