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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…

A non-commissioned consultant for a better customer orientation…

Over the past few days, I've been focusing on a number of advertisements that demonstrate the importance attached to customer…

“When you work for E. Leclerc, you don’t just work for E. Leclerc”

Yet another ad that speaks to me about the move by companies towards a better customer culture.In its latest campaign,…

It happened yesterday at a French retail bank

We were working with managers on the need to simplify processes to make advisors' work more fluid, and to encourage…

“Putting your fingers in the socket”

This is what we like to do when we need to make a team aware of the potential consequences of…

How exemplary is Apple’s customer orientation?

Following the delivery of a smartphone that I never received, here is Apple's response to my complaint…It's in the management…

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…

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…

Feedback from CREDIT AGRICOLE

The COS SYSTEM Customer Culture Diagnostic enabled us to highlight a priority obstacle linked to Customer Connection. The voice of…

Feedback from MALAKOFF HUMANIS

We launched a program focused on developing and strengthening Customer Culture. Aware of the lack of impact of the various…