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Digital customer relationship: myths and realities

« Digitalisation » seems to have become the Grail of a company’s efficient management. There is not a single corporate conference without this theme being mentioned. Studies are even warning on how French companies are falling behind,…
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OPTIMIZED MULTICHANNEL CONTACT CENTRES FOR AN IMPROVED CUSTOMER EXPERIENCE

Multichannel contact centres are at the heart of the customer experience.   They are present at every stage of the customer relationship: pre-sale, contract management, customer service, after-sales service. They are fundamental assets…

Bring the customer experience under control without harassing them!

It is not possible anymore for a customer to bring his car for maintenance without receiving an email inviting him to answer an online survey. On the pretext of putting customer experience under control, companies multiply transactional surveys…

‘Customer Orientation’ Conference – March 21, 2017

WHY Consulting joined Echos Events as a partner for the 2nd edition of its “Customer Orientation” Conference (Conférence ‘Culture Client’). In 2017, the conference addressed B2C as well as B2B and B2B2C stakeholders. Its main topic…

Winner of the 2017 Quality Performance Book Award !

The award was given to Serge Rouvière, Managing Director at WHY Consulting, for his publication “Customer Orientation, the ultimate differentiation among companies” (“Culture Client, l’ultime différentiation entre les entreprises”),…