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How years of progress have killed customer service

Every company is talking about customer experience, and has been investing heavily in customer service for years. Yet recent experience tells me that, in some cases, customer service has never been so bad. Or, to be more precise, that when something goes wrong, it quickly spirals out of control. And for once, instead of a purely managerial and organizational approach, this post will be based on a real-life story which, moreover, touches me very closely and which you will see should have its place in the pantheon of customer service horrors. The...

How years of progress have killed customer service

Every company is talking about customer experience, and has been investing heavily in customer service for years. Yet recent experience tells me that, in...

Sh*t… it’s my birthday

Last week was my birthday. Like every year I had the pleasure to see a lot of people wishing me that, which by vanity...

Clients and projects: irritant #12 of the employee experience

It was impossible to review the irritants of the employee experience without talking about what is central to any business, its raison d'être: customers...

Brands, what are your communities ?

Communities, communities. That word is never out off brands lips to refer to the people they try to communicate with. But, by using the...

Being digital in 2018 : clients must behave better

When the web started to become a little bit mainstream, brands did nothing but digitizing their paper communications with showcase sites. A couple of...

Why such a frenzy about HR Bots ?

chatbots, relation client, relation employé, Ressources Humaines, service employé, chatbots HR,gestion de la relation employé,

So you think your brand has a community

communautés, marques, gestion de crise, community management, communication, relation client

Digital Transformation in 2017 : the end of dreams and miracles

Hello and happy new year everyone. As the tradition wants, we'll start 2017 with some predictions that only commit those who want to buy them. Let's...

Are Google, Facebook et Al. the new ERPs ?

Until not so far ago, when we talked about structuring technologies for businesses it was clear that it was about the ERP. Like it...
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