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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…

Are customers to blame for the deterioration in customer relations?

I accuse customers of bearing some of the responsibility for the deterioration in customer relations? We often deplore the lack…

Aymeric de Boishéraud joins COS SYSTEM

Aymeric de Boishéraud joined COS SYSTEM in early May as COO. Specialized in the rapid development of webmarketing software and…

Culture and Procedures

It happened yesterday at a French retail bank. We were working with managers on the need to simplify processes to…

Société Générale

A major national bank undergoing a major transformation wants to assess the level of Customer Culture in its organisation, position…

CA Ile de France

A regional branch of Crédit Agricole has established relational excellence as a cornerstone of its four-year corporate project.

A national insurance group has defined its strategic ambition as being the leader in its sector in terms of customer…

The group identified that satisfaction was not at the heart of its organisation

The company would like support in developing the customer focus of its employees

Bouygues Construction

Implementation of an action plan with a strong impact on customer culture following the observation that there was a lack…