Customer Experience & Relationship
The customer experience and customer relations are evolving and have become essential paths for any company wishing to master its brand, products, and services.
They meet consumer demands. The emotions, sensations, and perceptions that consumers experience when they come into contact with a brand, product, or service are all levers that companies must activate. They enable companies to stand out from their competitors.
Even if a company has the best products, services, or brands, a negative experience can still lead to failure. On the other hand, a positive experience will often result in a purchase and, in the best-case scenario, turn the customer into an "ambassador."
Customer experience and customer relations face a number of challenges:
- Market and technological developments: the means of reaching the consumer have become "omnichannel" (digital, in-store and remote).
- Changes in consumer behavior, especially post-covid: more reasoned, increasingly concerned about the environment (less impulse buying), sensitive to innovation and an authentic customer experience, importance attached to a secure experience and protected personal data.
We are convinced that companies must invest in their customer experience. They must do so in a coherent, rational way and by listening to consumers.
Our approach
1
Continuous improvement and listening to customers
Surveys, direct feedback, network monitoring to innovate, adapt and take customer feedback into account
2
Mastering technology and processes
Marketing and customer relations teams have many tools at their disposal, but few of them work because of a lack of managerial will and a desire to reshuffle the deck.
3
Customer segmentation
Targeted communication, services and offers by grouping consumers according to similar characteristics or behaviors. This approach increases marketing efficiency by responding specifically to the needs and preferences of each segment.
4
Data-driven management
It is now possible for every salesperson from New York to Paris to manage development in a given geographical area using digital and/or CRM tools.
Contact us
Jean-Charles Thill
Partner
Contact us :
Postal address: 38 rue de Berri 75008, Paris 8, FRANCE
Physical address: 93 Bd Haussmann 75008, Paris 8, FRANCE
Recruitment
contact@maex-invent.com
Sales & administration
david.dumery@maex-invent.com
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