Posts

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,…

Interview of Serge Rouvière, Managing Director at WHY Consulting

The France Quality Performance Association (Association France Qualité Performance - AFQP) interviewed Serge Rouvière after winning the 2017 Book Award for his publication “Customer orientation, the ultimate differentiation among companies”…

Using satisfaction surveys to sell more in B2B

Very often within companies, satisfaction surveys are completely disconnected from the customer relationship and the sale. Thus, regardless of a customer’s answers, the latter will very rarely see an impact for him. Hence a certain “loss…

The relational excellence on a daily basis: 7 key attitudes to adopt

What do customers of a supplier actually expect? The delivery of a product or service, of quality, at the agreed price and within the agreed deadlines...in other words, the scope of the contract between the customer and the company. Certainly,…