Client case studies > Creation of a customer relationship platform

Customer experience

Creation of a customer relationship platform

  • Data-led strategy
  • Digital acceleration
  • Retail & e-commerce
Définition de la plateforme relationnelle

Challenge

How to stand out and distinguish oneself through one's relationship? We assisted a Luxury Goods actor in defining his "Relational Platform": customer promise, relational posture, tone and semantics, markers of the relationship.

Once the new editorial relational line was defined, all the teams in contact with the customer were trained to write the new relational posture of the brand in their customer exchanges.

The main objectives are
  1. 01.

    Upgrade and tailor the customer relationship

  2. 02.

    Redraft 40 major customer service systems in line with the new platform

  3. 03.

    Train teams to deliver customer support and embody the new positioning

Deliverables
  • Deliverables New customer relationship platform (positioning, values, semantics, examples of before and after)
  • Training of all teams engaging with customers to prepare and embrace the new customer-brand relationship – via writing workshops
  • Redrafting of 40 communication cases (key emails, telephone scripts, posts
  • Upgrading and tailoring of the brand through its customer relationship

Key expert

Bertrand-Destailleur

Bertrand Destailleur

Associate Customer Experience

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