COS

NEWS

Here’s the announcement heard yesterday in the metro by the metro driver himself.

I don’t know if it’s a process or just a more or less managed practice, but it’s the first time I’ve heard it, despite my many trips on the Paris metro.

If it’s a process, it’s clear that few ticket inspectors follow it, but if it’s an individual decision, we can all applaud the initiative.

In any case, whether it’s a process in favor of the customer experience or a simple individual initiative, the success of this “action in favor of the customer experience” depends on the driver’s “good will”.

But what does “good will” mean?

It certainly refers to the “customer-oriented” state of mind that drives this driver to go beyond “his job” to take care of his customers.

This state of mind, which leads people to act beyond the practices or postures demanded by managers, is key to the success of customer experience programs.

Science has shown that a state of mind can be managed.

This is what motivates us every day with our COS approaches. I hope to arouse your curiosity to understand these innovative approaches 😊