Why Satisfied Customers Leave AnywayMetrics That Complement the NPS4 Ways to Win Over Your CFOWhere AI Helps Customer Relations—and Where These Executives Said No to ItA 51-page PDF containing 10 interviewsA Foreword by Thierry Spencer
No recycled market trends: measured results, as told by the people who drive them.
A customer who is satisfied after interacting with customer service is twice as likely to remain loyal.
By SFR
Churn can be reduced by up to half when effective support measures are combined.
By SFR
Customer lifetime since the switch to a subscription model.
By Vetostore
The white paper puts forward an idea: loyalty also hinges on knowledge.
The customer, the advisor, and the AI agent must all receive the same answer; otherwise, the relationship suffers as a result of the discrepancy. The first useful AI project is often not an AI project at all: it’s deciding that the correct answer exists only once, is up to date, and that everyone knows where to find it. Finally, when dealing with clients who are often better informed than they are, advisors need to be equipped—with the right information at the right time—rather than constantly evaluated.
The interviews were conducted separately and then compared: the voices respond to one another, complement one another, or contradict one another.
Why satisfied customers leave, who really has the right to call themselves a “life partner,” and why age says almost nothing about expectations.
What the NPS doesn't show, what SFR, Verisure, and Petit Bateau focus on instead, and how to secure a budget for initiatives that don't generate revenue in the first quarter.
The customer who entrusts their choice to an AI agent, the GEO, the continuity of the experience, and the boundaries each person has set.
The link between team commitment and customer loyalty—and what a machine will never be able to do for you.
Ten tips for a customer experience director starting a new role. None of them start with technology.
Thierry Spencer.
Founder of the blog "Sens du Client," creator of "Saint Fidèle"
The same question asked of ten executives; three perspectives to put it into context.
Since 2011, Smart Tribune has been consolidating the industry expertise of major organizations into a single source of truth, providing accurate and up-to-date answers to customers, advisors, and AI systems alike.
Obendy helps large organizations enhance their customer relationships through a SaaS service platform that promotes customer acquisition, retention, and engagement.
Experienns handled the production and editorial direction of the white paper: designing the standardized questionnaire, conducting the ten interviews, and editing the testimonials.
