Why invest in Customer Experience?
In a consumer society where price and product tend to be aligned and standardized, the third differentiating factor becomes the essential issue for companies: the Customer Journey.
Companies face increasingly demanding consumers in terms of service. Customers can be lost at any time and prospects are difficult to conquer. Extens Consulting supports the human and digital transformation of organizations to unite all stakeholders around the customer and meet the challenge of service.
clients from all sectors: B2B and B2C
countries around the world
Our areas of expertise in Customer Relationship
We address all sectors
They trust us
“Extens Consulting’s actions allowed APT (average processing time) to be reduced by 9%, which was our target. This is all the more a success as this first result improves Customer Satisfaction once ownership by advisors has been achieved. During 8 weeks, Extens has showed a complete transparency. Its team helped us bring sense, fluidize the Customer Journey and the Customer Experience we propose.”
“We follow Extens’ evolution and read the White Paper of Extens: “Forget effort, choose ease”. I found this insight very helpful and trendy. Easiness is an innovative topic and a new concept. This notion “ease” applies to customers, as well as to employees. It’s a magic formula! The qualification and identification process of our needs were carried out by Emmanuel Richard and his teams. It opened our eyes.”
“Our specifications were so complex, however Extens’ approach and the senior consultants’ team met all our prerequisites and expectations. Extens identified our needs very quickly […] and offered a really innovative customer relationship framework […]. We wish that everyone could go through changes accompanied by such a systemic approach.”
“Our Ambition is to reach Service Excellence. In order to do so, Extens Consulting supported us on the operational choices we needed to make. Since the start of our partnership, we have observed a real awareness of the way to achieve Excellence, especially on the front office. On the other hand, a real impulse and an abundance of ideas and projects that bring value to our customers.”
“We needed an expert in Customer Relationship and Customer Journey to provide out-of-the-box thinking and to support us through the change. Agile, responsive and proactive… the Extens Consulting team met this challenge.”