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Improve the customer journey

How Castorama is using awesome videos made by its customers

Castorama, a major retailer specializing in hardware and home improvement, is recognized as a leader in the French DIY landscape. ️ The retail chain wanted videos of its customers talking about its store brands, to build trust and add more of a human touch to its content. Find out how it did this with help from...

Mar 31, 2021

Leroy Merlin uses employee generated content to help customers

Leroy Merlin is a major French retailer specializing in home improvement, gardening and DIY.    The brand was exploring ways to help beginner DIYers with their renovation and construction projects. One avenue was to deliver its customers high-value how-to video content, a win-win solution since this would also generate new sources of on and offline...

Feb 23, 2021

The 3 major customer relationship challenges in e-commerce

The customer relationship is a key issue for any business, but the customer relationship levers and touchpoints differ from one industry to the next. This is particularly true of e-commerce, as discussed below. Let us begin by taking a look at the results of a recent Viavoo study, involving 22 retailers. It provides valuable information...

Feb 24, 2020

Beauty sector: How to improve the end-to-end customer experience

The clientele of beauty brands or retailers is demanding. They expect companies to deliver a high-level, rich, cross-channel and seamless end-to-end customer experience.  If your company operates in the Beauty sector, you should seek to improve the quality of this experience at all stages and points of contact throughout the customer journey. This is no...

Nov 12, 2019

How to improve the customer experience in B2B?

When you think about customer success stories, the first ones that come to mind are likely to be from B2C companies. Though the subject is often talked about in connection with B2C, it is far from exclusive to this type of business. In this article, we’ll be looking at why it is just as important...

Dec 09, 2018

Create effective satisfaction surveys for your training programs

If you work with a training centre or organization, you know how important it is to assess the quality your training programs. Over 90% of organizations rely on these evaluations. In this article, we’ll explain the importance of satisfaction surveys, as well as offer more than 40 examples of questions to include, covering all of the...

Nov 08, 2018

How Internal Communications Contributes to Customer Satisfaction

Internal communications plays a key role in developing a customer-centric company culture. It enables everyone in the company to work towards the ambitious yet extremely important goal of ensuring customer satisfaction.   Why is effective internal communications important? The quality of a company’s internal communications plays a key role in their company dynamics. Through internal communications,...

Oct 10, 2018

4 benefits you're missing by not embracing customer knowledge

Back before the internet, it was easier to get customer knowledge, as products and services required the person coming to buy them physically, so if they were happy or unhappy you would get to know that straight off or at the next encounter. Nowadays, with the online market, you don’t get that opportunity and you...

Mar 20, 2018

3 Guaranteed Ways Data Will Help You Own Your Customers

Your customers will love you if they can contact your business and you are able to quickly and efficiently help them. The problem, however, is that satisfied customers don’t always equate loyal customers. In reality, even the most satisfied customers will leave you for a better deal or a better customer experience. Customer loyalty is...

Oct 03, 2016

New Integration: Connect Hubspot with Skeepers

Understanding your audience is key to Inbound Marketing. With Skeepers, you gain actionable insights into your prospects, leads, customers and now you can use our new integration to inject this qualified data into Hubspot! Customer satisfaction, preferences, reasons of non-purchase… any information collected via your smart surveys throughout the customer journey are automatically enriching any...

Sep 06, 2016

Why Investing in CRM Increases Loyalty

Investing in a customer management solution to manage day-to-day interactions with customers helps a business build and maintain strong customer loyalty. And maintaining customer loyalty is paramount to a business’s success. After all, when you consider the costs associated with finding new customers, the value of keeping every existing customer becomes exceedingly clear. For a...

Nov 02, 2015

How Hyatt rebranded with the help of customer feedback

Customer satisfaction with Hyatt Hotels Corporation is high, thanks to customer feedback.  According to J.D. Powers’ 2015 North American Hotel Guest Satisfaction Index Survey, the company did well in many key segments, even taking top spot for satisfaction in the upscale category. And in this year’s American Consumer Satisfaction Index, the company scored better than...

Oct 26, 2015

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