Improve the Customer Experience, each company does it to a greater or lesser extent. But what is difficult is to maintain operational excellence over time.
It is essential to put in place a measure of customer satisfaction, guaranteeing a quality of customer experience lasting and loyalty of consumers.
Florent Miquel, editor-in-chief of Agora Mag Expérience Clients, received Jean-Marc Pénélaud – Director of Customer Relations at La Redoute and Nicolas Vian, Director of Client Experience at Opportunity, on Monday 3 July. This was an opportunity for Jean-Marc Pénélaud to present, during this interview, the progress and prospects of La Redoute in Customer Relationship Management and how Opportunity accompanies the brand to measure the satisfaction of customer service and career paths .
Indeed, for 3 years, La Redoute saw a true revolution centered Customer Experience and digital. To propose personalized and simplified paths, to reduce delays, to make “each contact […] an opportunity”, is the new dynamics instilled by the brand.
Opportunity’s Survey Design solution enables customers to continuously measure customer satisfaction through customized management strategies. It highlights the “breadpoints” of the customer journeys specific to each sector of activity (Telecom, Retail, Energy, Bank, …) and associates verbatim for a real understanding of the corrective actions to be carried out.
Jean-Marc Pénélaud evokes La Redoute’s strong desire to perfect its career paths, with the help of Opportunity’s Customer Relations experts.
Discover the interview in its entirety: