In this interview (in French), Daniel Lafrenière, author of the book “De kessé l’expérience client?”, talks about the importance of customer experience to the success, and even the survival, of businesses. He shares his 10 concepts for building an excellent customer experience and gives concrete examples.
As Daniel himself puts it, don’t wait for a competitor to come out of left field with a better customer experience and steal 50% of your customers!
This interview was produced in collaboration with Micheline Bourque of the Club de lecture Affaires.
Watch the video below or listen to the audio version.
Video version:
Audio version:
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