Acquiring and retaining customers, travellers and subscribers. Xavier Niel, Antoine Compagnon and Manuel Jacquinet, the organiser of ECTFF (the 1st customer experience forum to be set up in France on this subject) offer you a few recipes or suggestions for surviving the year 2025, trying to become a billionaire, simply rich, or building loyalty among your employees and customers. Mark your calendars.
Teleperformance is reshuffling its staff, following the sudden and announced departure of Bhupender Singh: ex-Majorel Thomas Mackenbrock becomes deputy CEO. Daniel Julien, the 71-year-old founder of the company, and his team believe in the company's future, despite the impact of conversational AI.
There have been genius telemarketers at Club Med Call Center in Saint-Ouen, at Foundever in La Rochelle, in Gennevilliers, at B2S.. They can make all the difference, thanks to a magical argument such as the colour of an Eres swimming costume, the colour of the swimming pool or a mention of the ENA alumni club. 9th hipto/ En-Contact podcast, with the founder of Colorado, the telemarketing school.
Disneyland Paris fined €400,000 for its annual passes. In the USA, at the D23 convention in California, many fans spoke of a disappointing visitor experience. Will Bob Iger listen to the voice of the customer?
CM.com the CPaaS specialist, listed on the Euronext Amsterdam stock exchange, which supplies its SMS and WhatsApp for business notification services to Coca-Cola, Heineken, Sushi Shop and the Caisse Nationale d'Assurance Maladie, is being sued for misleading commercial practices, fraud and unpaid invoices by two of its regular partners, including the organiser of ECTFF, a Forum dedicated to Customer Experience.
The Olympic Partners, a status that allows you to be above the law and dissuades the media from reporting illegalities? The examples of Airbnb and Visa are instructive. Airbnb has buried the advertisements of super hosts and Visa is imposing itself as the sole method of payment during Paris2024.
Françoise Hardy's death was announced last week by her son, Thomas Dutronc: "Maman est partie" ("Mum's gone"). The muse of the 60s gave us an interview in 2020 about the recording studios that had left their mark on her: CBE, Plus XXX, Guillaume Tell or the lesser-known Poste Parisien, or even Labomatic.
Pour déployer deux millions de Box internet Bouygues Télécom à domicile par an, Sogetrel s'appuie sur Advancia Téléservices, fondé par Sahbi Gargouri. “Probablement l'une des sociétés de call-center encore indépendante les plus performantes du marché” selon Sébastien Janvier, Directeur des Opérations chez Sogetrel. Dans chaque numéro d'En-Contact, la mise en lumière d'un dirigeant de centre de contacts, de relation client, performant. Pas forcément ceux qui achètent des liens sponsorisés sur Google.
What sometimes explains the success and growth of certain banking institutions, such as BTR, N26, Revolut etc.? Their great latitude in implementing the control and KYC (know-your-customer checks) procedures that are normally imposed on them by legislation. In an increasingly open world, it is important to know with which partner you are committing yourself and to whom you are entrusting your assets.
Swimming pool robots, foldable smartphones and deep fryers all caught your eye? One day, however, you may need to repair them. But what happens to the technical customer services departments of reputable, in-demand brands? At Aiper, Samsung, Orange, and Shark Ninja, the current star of the household appliances department, customers who have a breakdown often only find chatbots to answer their questions. Is DIY repair, or videoconferencing with a technical expert, the way of the future?
Le Slip Français, a well-known underwear brand, is in decline. But Jott is doing very well with its down jackets, as is Groupe Verlaine, which installs solar panels and heat pumps. Lead generation, SEO, managing an e-reputation, what are the techniques used by French champions to win and retain customers? To find out and share their tips, come along to the New Biz Forum in Paris on 11 & 12 June.
For every 100,000 customers served and supplied with electricity, Octopus Energy has only 8 disputes per year, compared with 971 for Wekiwi. As well as price, the quality of an energy supplier's service is crucial, says the national energy ombudsman. Mint Energie, OHM Energie, ENI and Enedis receive red cards for their quality of service in the same fascinating report.
Customer experience pitchmen, posers or imposters... How can you recognise them and get your money back, when possible? Some people promise to take care of the customer experience, to deliver a memorable moment, but fail to do so. It's up to each of us to qualify the stories that follow as we see fit: poor execution, falsification, deliberate deception...?
What makes one e-merchant specialising in special sales different from another? The well-known brand(s) whose stock or unsold items it manages to sell at a good price, and its ability to deliver and manage customer service requests. For the past few months, Showroomprivé has had its multilingual customer service managed by Novi Sad, a bold gamble that has paid off.
The first edition of the only forum in France dedicated to customer acquisition: digital, call centres and retail. Malpaso-RCM, the publishing and events organisation company that created ECTFF, the 1st Forum dedicated to the customer experience, in 2013, is announcing the creation of the New Biz Forum on 11 and 12 June 2024 in Montmartre!
May I have your attention ? A Vérone, à Seine-Port (Seine-et-Marne), dans certains restaurants étoilés à Paris, les smartphones et clients drogués aux réseaux sociaux ne sont plus les « bienvenus ». Denrée rare, l’attention doit être préservée, cultivée, économisée. La 2ème édition des NDG Sessions, consacrée à ce sujet, se tiendra en 2025.
Paris City Council, ICI Toilettes, JC Decaux, Ile de France mobilités. In Paris, for the Olympic Games, access to toilets will be partially free. As is already the case in Grenoble and Montreuil. It's the right move for a country that wants to enhance its tourist experience: travellers appreciate a clean, safe city with a large number of regularly cleaned toilets.
A full house for Ino Global and Google Chrome, who welcomed around sixty guests to Google's Paris headquarters last Thursday. A lively morning focused on the need not to forget voice in customer journeys. Speakers included Jott, Doctolib and Onepilot. In the room, executives in charge of customer experience from Pluxee, Le Monde and Silae were all ears.
Air France apologized, but René Loucatel continues to protest on Linkedin over the damaged passenger experience. Understandably so. Downgrading an upgraded passenger is an extremely rare situation.
90 years after its birth, Air France is having trouble apologising to passengers, which Delta Airlines has managed to do. 80 years after its birth, the newspaper Le Monde is having trouble checking its sources: Konecta has disappeared from the map and market infographics, in a long article on Teleperformance and call centres.
