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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…
Mood notes
19 July 2024
“Putting your fingers in the socket”
Changing mindsets without forcing them This is what we like to do when we need to make a team aware…
Mood notes
19 July 2024
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…
News
19 July 2024
A manufacturer, an insurer and an operator are in a boat
When Price Increases Challenge Customer Culture This boat is that of the price increases at the beginning of the year.…
News
19 July 2024
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…