Belgium
France
Netherlands
United Kingdom
Customer Experience
25 - 03 - 2010
The Agile Company: Customer Experience
Guest speaker: Ivo Mechels
>>
The high turnout for the ‘Customer Experience’ seminar showed clearly that our clients feel very strongly about this issue! Ivo Mechels spoke without notes, as is his custom, and he shared his individualistic view of the ‘Customer Experience’ with us, using a variety of telling examples. He sees a trend towards increasingly impersonal, remote customer contacts, even though companies are striving for greater customer satisfaction and loyalty. Ivo is a firm advocate of customer-satisfaction surveys and mystery shoppers to test - and improve - the quality of service offered. Ivo also emphasises that knowledge is absolutely indispensable in order to provide customers with high-quality service. All too often we still fall short here. He called for more and better staff training. His ‘boldest statement was "Most organisations are still not capable of ensuring the basics of client service management." So there is a huge opportunity for improvement.