Human Resources at the Centre of the Customer Experience
Setting up an HR department is not that easy! The success of organizations is largely based on their ability to retain, increase and optimize the knowledge…
Posts by Yanick Jomphe
Vehicle Electrification & the Customer Experience
Customer care is powerful The electrification of transportation is the topic of the day. As we know, Quebec car dealerships play a key role in the…
Customer Experience & Human Capital
We really need to think about the future! The year 2022 is finally over with its share of roller coasters and personnel logistics. The tire season…
What Will Customer Service Look Like in 2030-2040?
Open-minded customers? “Experience 2030: The Future of Customer Experience,” a study published in October 2019 by Futurum Research and always on point, demonstrates the near-term impact…
The “Tsunami” of the Winter Tire Season
Like every year, the tire season brings its share of worries! The high volume of traffic reduces the personalization of service, but customers understand the legal…
Customer Experience for Staff by Yanick Jomphe
Customer experience is an essential approach to the proper functioning of any organizational process. Building a lasting relationship with customers and with existing staff is the…
Tire Season in a Pandemic by Yanick Jomphe
Spring is tire season! Starting March 15, customers will be able to come in and have their summer tires installed while taking advantage of current promotions.…
Calculate Customer Retention by Yanick Jomphe
In this article, we will review some important calculations in the industry. It is important to understand the terms: retention, penetration and loyalty rate. We will…
Automated Management Tools for Customer Service by Yanick Jomphe
Distribute the wealth produced by technology. To start 2021, let’s think about what we want to put in place to optimize all our internal resources. This…
Optimizing My Technology by Yanick Jomphe
Listen to each other or to the resellers? Which decision to make? To start the year 2021 well, many executives are wondering which CRM management tools…
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