The content of my message may seem basic, obvious, and of little added value. However, even if it is self-evident, it is important to remind ourselves of it—and, most importantly, to act upon it!

Throughout my career, and particularly in the field of Customer Relations, I have observed and confirmed the need to go beyond simple customer satisfaction. To stand out from the competition, we must shift gears and aim for customer happiness, or even enchantment. Refer to the 3 levels of Customer journey at the bottom of this page.

Customer enchantment involves responding with great precision to their personal expectations. The service provided must be tailored to their specific needs and offered at the right cost.

To achieve this, now more than ever, it is essential to take the time to truly listen to customers, to immerse ourselves in their daily reality in order to adjust the service accordingly.

In the field of support, where costs are significant and the demand for availability is extremely high, it is crucial to tailor the service by thinking in terms of the “Mission Success” of the client. The systems must operate at the moment when the situations demand it, and the operators’ missions must succeed under all circumstances.

This is what must be kept in mind: the success of missions in an environment of optimized total cost of ownership based on the just-in-time need