How to achieve excellence in customer relationships ? Knowing the clients’ future expectations Three steps towards relational excellence

1. Customers Excellence

2. 87%of clients left a company
following a disappointing customer service
Capgemini study – Les Echos, L’insatisfaction client : donnez-vous les moyens d’agir au bon moment !, 2012

3. An improvement of
5 % of team
involvement
…generates an
improvement of
2 % of
customer
loyalty …
…and of 2 % of
profitability

4. Dealing with the clients’
relational expectations and their
development
Encouraging innovation beyond
codes
Reinforcing service-mindedness
for a better and richer client
experience
Objectives to achieve excellence in customer relationships

5. Once & Done / Anytime, Anywhere, Any device
A unified and uninterrupted
experience
Community and co-construction
Differentiated treatment
Re-humanising the relation
Knowing the clients’ future expectations

6. … everybody’s business
… necessarily developing the symmetry of
attentions, and looking after co-workers
… handling the art of empowerment and the right to
be mistaken
… working on behaviour even more than on skills
Developing relational excellence is…
Our convictions

7. Giving meaning Setting in movement Guaranteeing on-going
improvement • Explaining the link with the
• Co-building
company project
• Empowering all the co-workers
• Making each individual aware of
• Improving skills
their added value
• Ensuring the co-workers’ well-being
Three steps towards relational excellence
• Communicating
• Assessing progress
• Updating, innovating and
perfecting the process

8. For more information …
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