Customer experience in Paris : « stratégie clients » trade show
By Pierre-Nicolas Schwab •
I spent two days in Paris to observe the latest trends as far as distribution is concerned and also to attend the “stratégie clients” show which was dedicated to customer relationship, loyalty, CRM and the like. This show was reserved…
Aligning customer’s and firm’s perspective on quality
I’m currently re-reading Prof. Oliver’s monograph on consumer’s satisfaction. The chapter on quality reminded me of one striking example. Oliver explains that quality is to be understood differently whether it is approached from the consumer’s perspective or from the firm’s…
The service-profit chain at work
I recently read a post by Bruce Temkin on his blog who was emphasizing the importance of employees in the customer satisfaction process. The link between employees satisfaction and customer satisfaction were first made popular by Heskett et al. in…
Customer experience: CEO’s passion is essential
I'm just back from a week in New York where I followed a workshop on the management of Customer Experience at the Columbia Business School. From the work sessions with my colleagues we found out that the CEO plays an…
Customer-centricity lost : it’s all about industrial revolution
Think about it for one moment. Three-hundred years ago, when you needed let’s say a tool, you just had to go to a craftsman who had specialized in manufacturing that very tool. At that time, such a craftsman was mastering…
Century 21 grows on industry inefficiencies
By Pierre-Nicolas Schwab •
I discussed in a previous post how unprofessional real estate agents in Brussels seem to behave. A quick survey showed disastrous response rate from real estate agents, about 90% of them failing to answer a written inquiry. In my conclusion…
It’s never too soon to prepare the sale of your company
I was visiting a client in the south of France last month and on my way back, in the plane, I was seating (as it is too rarely the case) next to a very sympathetic passenger who was willing to…
The energy drink market at SIAL 2010
One of the markets I discovered the amazing vitality of, was that of energy drinks. Basically, for me, the energy drink market was limited to Red Bull, Burn and a few alternatives which put millions of Euros in advertisement. What…
How does Air France – KLM deal with customer’s satisfaction?
After I blogged last week about Accor and the way they deal with satisfaction in their annual report, I thought it might be interesting to do the same exercise for another company. Researches based on the analysis of annual reports have…
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