Thème: Comment faire de l’expérience client et de l’engagement employés un levier de performance.
Presentation made by CXB Hub
CXB HUB, start-up franco-britannique, spécialisée dans l’expérience client, vous invite à venir écouter Christine Bieber.
On the 15th November, we were delighted to welcome Franco-British start up, CXB Hub, Customer Experience Brokers, to the Chamber to hold a breakfast event on the topic of customer service and its importance in today’s society.
Isabelle Rongier, Partner, and Claire Bonniol, Co-Founder and Managing Director, began the presentation with a brief explanation of CXB Hub. CXB Hub is a Franco-British company, with offices in both London and Paris, setting up and improving customer excellence programmes for fast growing/fortune 500 companies.
The importance of customer service was highlighted throughout the presentation. The main customer needs were analysed, for example the need to be reassured & to be able to trust, the ability to act, contribute, and be responsible. In fact, 80% of customers change brands after a bad experience showing the direct impact customer experience has on company performance. Customers want a simple and enjoyable experience when using a service or a company, with 66% of consumers willing to pay more for a simpler experience.
Following this, the relationship between employee engagement and client satisfaction was examined.
As shown from the graphs, the vast majority of employees are in the ‘not engaged’ category, meaning a lack of passion in the workplace and work is simply completed; with no extra effort being made to go beyond what is needed or expected. This has a direct impact on customer service; customers want to feel special and receive a unique and personalised service. Employees need to be engaged in order to provide the optimum service for their consumers.
Engaged staff+satisfied clients=performance.
Christine Bieber, Customer Experience Manager at Saint-Gobain Gypsum, explained her own experiences and gave advice on ways to improve customer experience. Saint-Gobain designs, manufactures and distributes materials and solutions which are key ingredients in the wellbeing of each of us and the future of all, by combining comfort and sustainability. They can be found everywhere: in buildings, transportation, infrastructure and in many industrial applications.
Christine introduced Saint-Gobain’s Customer Experience Programme, named Pulse, which focuses on improving the clients experience when working alongside Saint-Gobain. It’s based on both the Voice of Customer and the Employee engagement: actively listening and acting on our customers’ feedbacks on the one hand, engaging and aligning the internal teams towards customers’ needs on the other hands.
We would like to thank CXB Hub and Christine for all their time and work put into this informative and enlightening presentation. The breakfast concluded with coffee, croissants and networking.
If you missed the event; watch our Facebook Live recording of the breakfast on our YouTube page. https://www.youtube.com/watch?v=BKgCg5gERJ4&feature=youtu.be
Please visit our website to find out more on our upcoming events.
8:30 am - 10:30 am
Franco British Chamber of Commerce & Industry
63 Avenue de Villiers, 75017 PARIS