Stand out from the competition and keep customers in the long run are ongoing challenges for brands. The new practice in this era is to offer consumers to practice “experiences”. But is it really the right answer for all businesses? Read the article on LinkedInRead more
The Customer Experience consulting firm, Extens Consulting, has two new tools to support its clients. The goal is to delve deeper in giving clients a better visibility on the investments being made to improve their customer experience. Until now, no virtual reality (VR) customer experience simulation tool or customer culture measurement tool for real timeRead more
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 dueRead more
For customers, it’s no longer just about buying a product or service. It’s about delivering memorable experiences from their favorite brands. In today’s connected economy, customers are placing more value on their experiences than the products or services they’re consuming. They want experiences that make their lives easier and precisely reflect their preferences, needs andRead more
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 DayRead more
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 SpiritRead more
Extens Consulting, specialized in Customer Experience, is proud to launch its innovative offer around mystery shopping and customer journeys. Désirée Pels, Senior Consultant and expert in retail, tells us more about it. Why introducing Mystery Shopping as a new offer? Mystery Shopping will be an additional asset in our portfolio of expertise. With our knowhow inRead more
The New Year has already arrived, meaning that there are fewer than four months until the General Data Protection Regulations (GDPR) – a set of laws that put ease of access, ease of understanding and ease of communication front and center – also become a legally binding reality for businesses. On May 25, 2018, whenRead more
Today, products and prices are no longer enough to make a difference on the market. Customer experience is key for brands to secure their position and appeal to new customers. And the quality of this experience depends on the customer journey, begging the questions: How do you design the best customer journey possible? And basedRead more
