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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…
Mood notes
19 July 2024
I accuse customers of bearing some of the responsibility for the deterioration in customer relations?
We often deplore the lack of customer focus among frontline teams. We constantly seek methods and tools to foster a…
Mood notes
19 July 2024
Wanting to give lessons commits you…
Thanks to the excellent Olivier Dauvers, I discovered the existence of this poster at the entrance to an Intermarché store…
Mood notes
19 July 2024
A non-commissioned consultant for a better customer orientation…
Customer Culture at the Heart of Advertising Campaigns But is it really? Over the past few days, I’ve been paying…
Mood notes
19 July 2024
“When you work for E. Leclerc, you don’t just work for E. Leclerc”
E. Leclerc’s Latest Campaign: Employees Who Work for Customers Yet another ad that speaks to me about the move by…
Mood notes
19 July 2024
Some strategic decisions clash with corporate culture
The Complexity of Simplifying Processes Context: We were working with managers on the need to simplify processes.The goal: to make…