Customer Centered Service Culture

hyper nudge

Hyper-Nudge to reboot consumption

Leave a Comment / Customer Centered Service Culture, Customer Experience, Innovation, Tools
The Covid-19 pandemic has pushed us to reflect on the new world and to find solutions to the challenges presented to consumption. To that end, Extens Consulting has conducted extensive research and has developed a unique ‘hyper-nudge’ based strategy led by Benjamin Peykani, anthropology expert and strategy consultant. ► Interview with anthropologist Benjamin Peykani  Extens …

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esprit de service

Service Spirit: how to disseminate it in the company?

Leave a Comment / Customer Centered Service Culture, Customer journey
In the era of digitalization, organizations have no choice but to transform, to evolve their customer experience, and particularly their Service Spirit. Collaborators have to be accompanied to adapting new postures. Xavier Quérat-Hément, president of the Association ‘Esprit de Service’ France, delivers his expert opinion. The customer experience, creating value Business transformation is accelerating due …

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Avion-RAM

How did Royal Air Maroc standardize its customer relations?

Leave a Comment / Business Case, Customer Centered Service Culture, Customer journey, Ease
Three years ago, Royal Air Maroc, the Moroccan national airline company, chose Extens Consulting in order to extensively improve their customer relations. In order to respond to the issues of a sector in constant development, its service culture was standardized. Let's go back to this mission, which was described during the 2017 European Customer Day …

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Emmanuel Richard Extens Consulting

Emmanuel Richard’s interview on Customer Centered Service

Leave a Comment / Customer Centered Service Culture, Customer journey
Developing an omnichannel strategy in the field of Customer Experience is quickly becoming the new norm. Companies are faced with the considerable challenge of having to deliver seamless service, regardless of how or when they are contacted. Emmanuel Richard, Director and founder of Extens Consulting, introduces us to the key concepts that define the Spirit …

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