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Mood notes
19 July 2024
“I’m proud to be at the service of our customers”
Customer Contact Roles: Undervalued Yet Essential to a True Customer Culture Here’s a quote from Julie, a sales associate at…
Mood notes
19 July 2024
Safety without a safety culture is dead!
A Paradoxical Observation “On our industrial site, we record the highest number of accidents during the 2 hours preceding the…
Mood notes
19 July 2024
“Take initiatives in favor of customers as long as it doesn’t harm the company’s interests”
A Paradoxical Injunction: “Take Initiative… But Without Risk” “Take initiative in favor of the clients as long as it does…
Mood notes
19 July 2024
Working conditions also have an impact on customer orientation
An Immersive Customer Experience: The Power of Transparency This snapshot taken in an excellent Italian restaurant brings to mind several…
Mood notes
19 July 2024
“My strategy is to improve working conditions for my employees”
The Trap: When Employee Comfort Overshadows Customer Relations “Thinking that if they feel good, they’ll take better care of the…
Mood notes
19 July 2024
Not all superheroes wear a cape
The Power of Customer Experience Olivier, a receptionist at a hotel in Quimper, was quite troubled yesterday. I asked him…
Mood notes
19 July 2024
When Customer Culture Fails: A Telling Dinner Experience
Waiting 30 minutes for a server to take our order. Clearly, they’re understaffed. Along comes a young man, full of…
Mood notes
19 July 2024
In the customer orientation “best practice” series
An irritant often overlooked in the building trade: “the nuisance caused by the work” for neighbors.Workers get yelled at and…
Mood notes
19 July 2024
Goodwill : That little something that changes everything in the customer experience
"Beware of pickpockets who just boarded the last car of the train." A metro announcement that speaks volumes about customer…