{"id":551,"date":"2019-01-14T12:00:03","date_gmt":"2019-01-14T11:00:03","guid":{"rendered":"https:\/\/www.ldb-micaresearch.com\/actualite-3\/"},"modified":"2024-03-15T11:15:41","modified_gmt":"2024-03-15T10:15:41","slug":"news-3-customer-experience","status":"publish","type":"post","link":"https:\/\/www.ldb-micaresearch.com\/en\/news-3-customer-experience\/","title":{"rendered":"<br>How to reinvent Customer Experience in the digital age?"},"content":{"rendered":"<p>How to reinvent Customer Experience in the digital age?<\/p>\n<p><span style=\"color: #008080;\"><strong>With the explosion of digital and its new players &#8211; the digital giants GAFA, the NATU, Netflix, Airbnb, Tesla, Uber or Start-ups &#8211; who place customer culture and relationship at the heart of their development, companies are now forced to rethink both their products\/services and their customer approach.<\/strong><\/span><\/p>\n<p><strong>The interview of Malika Kaoua, Partner in charge of the Customer Excellence Practice of Sopra Steria Consulting, published on the webmarketing-com, provides concrete actions to transform the Customer Relationship &amp; Experience.<br \/>\nSome concrete actions which we implement in our business practices:<\/strong><br \/>\n&nbsp;<\/p>\n<h6><strong><span style=\"color: #008080;\"><span style=\"color: \u00bb#1abc9c&quot;;\">1) Listen to customers:<\/span>\u00a0to know their motivations, expectations and frustrations.<\/span> <\/strong><\/h6>\n<p>To test with them the products\/services defined with them, but also with the operational teams or the partners to improve the value proposition<br \/>\n&nbsp;<\/p>\n<h6><span style=\"color: #008080;\"><strong>2) Create Metrics oriented on: Customer Expectations, Business Ecosystem and Symmetry of Attention (customer \/ employee satisfaction),<\/strong><\/span><\/h6>\n<ul>\n<li>No longer rely on internal process cipher indicators, kpis,<\/li>\n<li>Take into account the customer&#8217;s overall project, intention around the basic offer. And also, allow all the actors involved to react quickly and anticipate dissatisfaction<\/li>\n<li>Transform human working methods, organization, skills<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h6><span style=\"color: #008080;\"><strong><span style=\"color: \u00bb#1abc9c&quot;;\"> 3) Activate the levers of customer satisfaction:&lt;\/font color&gt;<\/span><\/strong> <\/span><\/h6>\n<ul>\n<li>Evaluate the level of customer satisfaction at each stage of his journey, to check whether the customer promise is kept or improve it,<\/li>\n<li>Customize offers and customer journey: upstream \/ downstream of the act of purchase alone, taking into account the customer&#8217;s environment, allow him to access the proposed offer in the best possible way, with additional offers of products\/services<\/li>\n<li>Test the new offers continuously, based on an omni-channel production structure<\/li>\n<li>Accelerate customer care &amp; anticipate the frustrations:<\/li>\n<\/ul>\n<p>Using data analysis tools (machine learning, semantic analysis &#8230;), respond more quickly to customer needs,<br \/>\nBe able to respond to the emotional situation of the client in difficulty,<br \/>\nAnticipate possible customer dissatisfactions in an individual situation and\/or a particular context (Access, Mobility, Connectivity dimensions)<br \/>\n&nbsp;<\/p>\n<h6><strong><span style=\"color: #008080;\">4) Approach prospects according to their needs \/ intentions or their life projects:<\/span> <\/strong><\/h6>\n<p>To understand their ecosystem and place yourself on the value chain the most upstream and downstream possible, for a complete and personalized offer<br \/>\n&nbsp;<\/p>\n<h6><span style=\"color: #008080;\"><strong> <span style=\"color: \u00bb#1abc9c&quot;;\"> 5) Create Customer Engagement in the long term, outside the commercial relationship:<\/span><\/strong><\/span><\/h6>\n<p>Guarantee a level of customer satisfaction higher than the standard, to position yourself afterwards as a partner of the customer, by proposing other complementary offers, paying or not, throughout the relation (additional applications, &#8220;the little more&#8221;)<br \/>\n&nbsp;<br \/>\n&nbsp;<br \/>\n<strong>Learn more about our services of Market Research &amp; Consulting?<br \/>\n<a href=\"https:\/\/www.ldb-micaresearch.com\/contact\/\">Contact us.<\/a> <\/strong><\/p>\n<p>&nbsp;<\/p>\n<p><i><font size=\"-1\"><a href=\"https:\/\/www.webmarketing-com.com\/2018\/12\/03\/87044-transformation-digitale-le-client-toujours-plus-au-centre-des-attentions-sopra-steria-consulting\" target=\"_blank\" rel=\"noopener\">Read the interview of Malika Kaoua<\/a><\/i><\/p>\n<p><i>For further food for thought: <a href=\"https:\/\/www.soprasteria.com\/en\/media-EN\/publications\/a-successful-digital-transformation-project\" target=\"_blank\" rel=\"noopener\">The White Paper &#8220;How to succeed and accelerate your digital transformation project&#8221;<\/a>, by Sopra Steria Consulting, for the attention of all the business functions of the company (CMO, COO, HRM, ISD, IT, CIO), that offers a complete focus on customer-oriented digital transformation.<\/i><\/p>\n","protected":false},"excerpt":{"rendered":"<p>How to reinvent Customer Experience in the digital age? With the explosion of digital and its new players &#8211; the digital giants GAFA, the NATU, Netflix, Airbnb, Tesla, Uber or Start-ups &#8211; who place customer culture and relationship at the heart of their development, companies are now forced to rethink both their products\/services and their [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":1596,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_uag_custom_page_level_css":"","footnotes":""},"categories":[3],"tags":[],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How to reinvent Customer Experience in the digital age? -<\/title>\n<meta name=\"description\" content=\"How to reinvent Customer Experience in the digital age? 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With the explosion of digital and its new players &#8211; the digital giants GAFA, the NATU, Netflix, Airbnb, Tesla, Uber or Start-ups &#8211; who place customer culture and relationship at the heart of their development, companies are now forced to rethink both their products\/services and their&hellip;","_links":{"self":[{"href":"https:\/\/www.ldb-micaresearch.com\/en\/wp-json\/wp\/v2\/posts\/551"}],"collection":[{"href":"https:\/\/www.ldb-micaresearch.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.ldb-micaresearch.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.ldb-micaresearch.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.ldb-micaresearch.com\/en\/wp-json\/wp\/v2\/comments?post=551"}],"version-history":[{"count":49,"href":"https:\/\/www.ldb-micaresearch.com\/en\/wp-json\/wp\/v2\/posts\/551\/revisions"}],"predecessor-version":[{"id":2413,"href":"https:\/\/www.ldb-micaresearch.com\/en\/wp-json\/wp\/v2\/posts\/551\/revisions\/2413"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.ldb-micaresearch.com\/en\/wp-json\/wp\/v2\/media\/1596"}],"wp:attachment":[{"href":"https:\/\/www.ldb-micaresearch.com\/en\/wp-json\/wp\/v2\/media?parent=551"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.ldb-micaresearch.com\/en\/wp-json\/wp\/v2\/categories?post=551"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.ldb-micaresearch.com\/en\/wp-json\/wp\/v2\/tags?post=551"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}