The CX Consulting Agency that reveals talents
IS YOUR COMPANY PREPARED TO LEVERAGE THE POWER OF C.A.R.E.?
This new book introduces an easy to understand and apply model for companies to rise above market challenges to stay relevant to customer needs in a world filled of uncertainties.
Out Perform the competition with C.A.R.E.™
Who are we?
We are specialized in customer experience, principally in analytics, consulting, and customer journey transformation. Thanks to our skilled customer experience analysts, you benefit from high-quality expertise for the success of your business.
Our consultants have up to 20 years of experience in the customer relationship field. Every year, we accompany numerous enterprises (La Redoute, Karcher, La Poste, Orange, EDF…) to differentiate themselves from their competition by creating enhanced customer experiences, a key to success on highly competitive markets.
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.
Who are we?
Experts in Customer Experience and Relationship
25 years of experience
In figures...
We bring the brands’ customer ambitions to life, collaborating closely with the company’s employees and management.
25
Years of expertise in Customer Experience
120+
clients from all sectors: B2B and B2C
350+
completed missions
... and sectors
Financial Services and Insurances
Challenges
- Maintaining customer proximity
- Facilitating everyday operations
Contribution and added value of Extens
- NPS+ measurement for a recommendation that effectively adjusts the hybrid distribution model
- Customer journey for detecting and acting on the relational gaps caused by digitalization
Industry
Challenges
- Adapting to the B2B model of customer interaction ease
- Spreading internal customer culture
Contribution and added value of Extens
- NPS+ measurement for an operationally exploitable recommendation by teams
- Internal service conventions to consolidate the customer-centered value chain
E-commerce & Retail
Challenges
- Omnichannel integration combining physical proximity and digital
- Demonstration of environmental commitment
Contribution and added value of Extens
- Differentiation according to consumer personas
- C2ES measurement to effectively act on the ease of customer and employee in transactions
Healthcare
Challenges
Balancing the expectations of caregivers and those of patients
Contribution and added value of Extens
- C2ES measurement to effectively address the challenges faced by caregivers and patients caused by the upheaval in the healthcare system
- Patient experience design combining quality of care, safety, financial balance, and attentive relationships
Energy
Challenges
- Increased competition due to energy price inflation
- Customer demonstration of a decarbonized production
Contribution and added value of Extens
- Personas for guidance in energy consumption management
- Development of differentiated argumentation to reinforce customer loyalty
Hospitality and Tourism Leisure
Challenges
- Encouraging customers to resume traveling
- Customer demonstration of transport decarbonization
Contribution and added value of Extens
- Personas for guidance in new forms of travel
- Development of differentiated argumentation to trigger purchase decisions
Telecom
Challenges
- Valuing the uses offered by communication technologies
- Handling client churn effectively
Contribution and added value of Extens
- Development of differentiated argumentation to reduce client churn
- Harmonization of commercial practices to valorize customer seniority
Supply chain
Challenges
- Absorbing increasing volumes of shipments
- Traceability of client delivery circuits
Contribution and added value of Extens
- NPS+ measurement for an operationally exploitable recommendation by teams
- C2ES measurement to effectively act on the ease of client and collaborator in interactions
An Issue, a Solution!
We offer comprehensive expertise in Customer Experience and Relationship Management to satisfy all your requirements
Assessing and transforming organizations to ensure sustainable customer and employee satisfaction.
Definition of Customer Relationship Strategies
We help companies position themselves in the market and challenge their organization to strengthen their position and differentiation in a competitive environment.
Design of Customer and Employee Journeys
Our expertise allows us to optimize the end-to-end customer journey. We intervene in omni-channel customer journeys to re-enchant the experience.
Innovation of Experiences
We help companies develop innovative approaches and in so doing provide their customers with extraordinary experiences.
Transformation of organizations
We help companies to re-examine the market and the expectations of their customers. We identify and give theme the keys to succeed these changes and implement them smoothly.
They trust us!
Expertise in Customer Experience and Relationship Management to satisfy all your requirements