How to exploit 100 % of the customer feedback? The preliminary question that should be asked at the beginning is the following : Should we collect 100 % of Feedback? In fact, interviewing a customer sample allows us to know customer perception in general after extrapolating the results. However, th...
For a very long time the brands have said and declared that the customer is considered as a king. Today with multichannel services we are going much further, according to some experts, the client is an omnipotent God. Obviously with a phone and with a computer the customer can interact with brands a...
The web is humanizing, the world exchanging information at a crazy speed, and the opportunities for developing its business on a large scale, especially since the arrival of social networks. Also, with 2 billion active users worldwide and a turnover of more than $ 27 billion in 2017, Facebook has e...
The strategy of outsourcing is for a company to entrust to external partners the realization of activities it previously used to provide internally. This is to make done an activity that was done before with taking the risk of delegating one or more chains of the work. This decision often stems from...
Call center, pillar of the customer relationship A major interface between the company and its customers, the offshore call center is the main guarantor of the satisfaction of users and contractors. The call center must deploy the necessary means to optimize its services. Thus it must choose the be...
A difficult customer is often a customer who does not correspond to us, who does not have the same type of behavior as ourselves. There are more specific types than others. There is the one who takes you a lot of time, the one who always complicates things, the one who calls himself an expert so he ...
An outsourcing decision is the result of a combination of motivations that place the company in a new management situation. On the one hand, it faces risks of opportunism and a situation of dependence vis-à-vis external suppliers or service providers. On the other hand, learning opportunities...
PCI DSS (Payment Card Industry Data Security Standard) is a standard that helps entrepreneurs prevent fraud, hacking and other security threats regarding credit card payment. It is in the favor of any company that accepts credit cards to be certified and compliant with PCI DSS standards. In some co...
Subcontracting is the most common form of outsourcing. It consists of establishing a long-term contract with a partner. The latter undertakes to carry out a set of pre-established specifications and the so-called contractor company is responsible for the tasks entrusted to the subcontractor....
Household consumption habits have changed significantly in recent years. Nowadays, consumers are no longer simply satisfied by advertising campaigns to know the characteristics of a product. They communicate directly with the company via e-mail, SMS and social networks to learn about their ser...
