Bertrand Duperrin's Library tagged customersatisfaction →  View Popular, Search in Google

"In his provocative book The Paradox of Choice, Barry Schwartz's warns that giving consumers more product choices actually lowers their purchase satisfaction. Schwartz reasons that having too many options makes us fear missing out, which causes anxiety, analysis paralysis and regret."

customer customersatisfaction brands decision cognitiveoverload informationoverload

"En général, quand je parle dans mon entourage professionnel de méthodes agiles et de dépasser la notion de satisfaction du client pour l'enchanter ("delight"), cela ne déclenche pas immédiatement un enthousiasme délirant. Pourtant, si l'on est actif dans un métier où le marché est très concurrentiel et l'innovation permanente essentielle pour la survie, alors il est intéressant de se pencher sur ces nouvelles manières de voir le métier du management, et en particulier le Management radical de Stephen Denning, que j'aimerais présenter en quelques lignes ici, en complément d'un billet de François Beauregard."

customersatisfaction customerenchantment enchantment agilemethods agility radicalmanagement management selforganization

"Companies with exemplary customer service understand that delivering a superior experience for consumers drives loyalty and improves top and bottom line results. There is no secret sauce, but there are some commonalities. Customer service standouts tend to have extensive employee training and talent management programs. They also tend to treat workers well by giving them incentives, robust career development paths and other benefits. "

customerservice customersatisfaction management humanresources customerexperience socialmedia analytics

"Radical levels of customer service, which account for an average of 75 percent all customer interactions, threaten to undermine the customer's affinity for brands in 2012, according to Gartner, Inc. It is critical for customer service organizations to figure out how to harmonize customer service processes that sometimes happen with a human support agent, sometimes through self-service and sometimes by peer-to-peer community networks"

customersupport customer customersatisfaction P2P communities virtualassistant

" Vous ne pouvez pas construire une stratégie différenciatrice basée sur des données historiques. La satisfaction et la fidélisation client sont certes essentielles au succès d’une entreprise, mais aujourd’hui ce n’est pas suffisant. "

customer customersatisfaction experience

"The decision to purchase an enterprise software application is one that generally demands a variety of different views about benefits. Because with most enterprise systems – Enterprise 2.0 included – there are a variety of benefits:"

enterprise2.0 socialbusiness ROI benefits customersatisfaction agility innovation employeesatisfaction revenue costs costreduction collaboration

"Imaginez qu’une partie de votre salaire dépende de la satisfaction de vos clients. Si vos clients utilisent massivement votre site Web pour acheter vos produits et services, votre préoccupation sera alors de détecter les dysfonctionnements qu’ils rencontrent, et de les corriger le plus vite possible. Au-delà de cette amélioration continue de l’expérience client, vous souhaiterez aussi dialoguer avec vos clients et innover avec eux pour mieux répondre à leurs attentes. C’est la mission confiée à la LoveTeam de Voyages-SNCF.com que j’ai eu l’occasion de rencontrer."

socialcrm customer customerrelationship casestudies SNCF Loveteam NPS customersatisfaction

"n the world of work, we encounter three primary tasks:

First, there are many processes that are, in fact, repeatable in the enterprise. Some examples: how we process orders, how we assemble products, how we deliver products to end customers.
Second, project work where the overall steps are repeatable but the ingredients are not. Examples: product development, managing marketing campaigns, executing a sale and the like.
Then there are those that aren’t exactly predictable: A question a prospect or customer may have before making a purchase decisions, a complex product that has customizable/subjective uses or accessories that work better with certain models. These come in both transactive/process as well as project flavors and almost always show up unannounced. "

predictabiliy processes exception problemsolving customersatisfaction PR customer

"Le client râleur devrait être envisagé comme une mine d'or par les entreprises : il exprime un besoin mal satisfait ou pas du tout satisfait. Il pointe un dysfonctionnement dans le service délivré... C'est l'occasion rêvée de revoir son offre commerciale, d'améliorer son service au client, de corriger les dysfonctionnements au sein de l'entreprise et au final de fidéliser le client, d'améliorer l'image de la société donc de gagner plus d'argent. Le client râleur fait un beau cadeau à l'entreprise en exprimant son mécontentement : il fournit les moyens de faire mieux la prochaine fois."

customer customercare customercentricity customerservice customersatisfaction complaints communitymanager satisfaction

"“The technology behind Watson represents the future of data management and analytics. In the real world, this technology will help us uncover insights in everything from traffic to healthcare.”

- John Cohn, IBM Fellow, IBM Systems and Technology Group

How can the same technology used to play Jeopardy! give you better business insight?"

IBM watson insights questionanswering machine contentanalytics analytics languageware naturallanguageprocessing healthcare customersatisfaction customerservice

"For years, book after book and article after article have praised Google as a citadel of innovation. They have lauded the incredible corporate culture where employees are treated like entrepreneurs. They have waxed lyrical about the staff’s freedom to spend 20 percent of their time on whatever they feel like going. It’s portrayed as a brilliantly innovative place with the brightest of the bright. New ideas are bubbling up all over. Writers have glowed with delight as they watched this wonder child become the star of the stock market."

google innovation management focus goal customers customersneeds needs customersatisfaction

"But social media and collaboration tools for the enterprise are not emerging across all corporate functions at the same rate. One of the most rapidly emerging areas is social customer relationship management, or social CRM."

socialcrm customer customerservice socialmedia socialnetworks CRM facebook twitter blogs customersatisfaction

"Wang touched on a lot of great points about Social CRM throughout his presentation, with a few key presentation aids that are worth everyone's time, including The 18 Use Cases of Social CRM and The Five M's of Social Customer Insights, but below are a few key takeaways:"

customer customersatisfaction customerservice customersupport socialcrm

"For now, I want to raise another discussion topic which is the current gap between what companies are doing and what customers expect from companies. The image below depicts this gap."

output socialcrm customers customersatisfaction airlines quantas hawaiianairlines

"Maslow’s Hierarchy of Enterprise 2.0 ROI

The decision to purchase an enterprise software application is one that generally demands a variety of different views about benefits. Because with most enterprise systems - Enterprise 2.0 included - there are a variety of benefits:"

enterprise2.0 hierarchyofneeds maslow ROI costs costreduction crm customersatisfaction employeesatisfaction collaboration innovation agility

"Does your workplace culture inspire employees to do their best work? Even though we are still in tough economic times do you still provide resources for your employees to develop relationships with customers so they are inspired to return? Do your customers and employees champion your products and services?



Nancy London, the Vice President and global brand leader for Starwood Hotels, which include Westin, Sheraton, and St. Regis, answered yes to all three questions.



She shared some of her organization’s recipes for satisfied employees and happy guests."

starwood customersatisfaction problemsolving ideas decisionmaking

My CEO often says you can't collaborate with your customers until learn to collaborate within your company. This is where I think the humanizing begins. Without the right people, process/practice and technology within the edge of your organization, your edge will be jagged when building trust with customers.

crm socialcrm employees customersatisfaction customers

En lisant le dernier billet de Paul Graham, startups in 13 sentences, j’ai particulièrement aimé sa phrase « it’s better to make a few people really happy than to make a lot of people semi-happy ». En effet, c’est une erreur que j’ai fait longtemps et que j’ai corrigé depuis un bon moment. Heureusement.

clients customers customerloyalty customersatisfaction