Customer relations
Customer relations consulting: building lasting customer loyalty
Vertone helps companies optimize their overall customer experience, from the definition of an omnichannel strategy to the implementation of seamless, personalized customer journeys.
We intervene in all key areas: data enhancement, organizational adaptation and customer experience management. Our expertise helps you strengthen every interaction, transforming customer relations into a genuine lever for performance, loyalty and lasting satisfaction.
Why rethink your customer relations today?
In a context where customer habits are changing rapidly, rethinking customer relations has become a strategic imperative for companies.
Digitalization and the rise of remote interactions are profoundly transforming expectations: customers demand fluid, personalized experiences that are accessible across all channels, at any time in B2C and B2B.
The customer experience is no longer limited to the quality of the product or service, but encompasses the entire customer journey, and the company's ability to listen to and integrate the voice of the customer at every stage.
Today, customer satisfaction is an essential differentiation criterion. With offers and prices becoming increasingly homogenized in many markets, it's the quality of the promise and the relationship that creates preference and encourages loyalty.
A positive experience strengthens brand loyalty and contributes directly to overall performance.
Conversely, even satisfied customers are less and less forgiving of a disappointing experience, and become fragile when other brands offer them competitive deals.
To develop their customer capital, companies therefore need to place customer relations and satisfaction at the heart of their strategy, relying on data, innovation and an agile organization to create a consistent, impactful customer experience.
Vertone's approach to customer relations consulting
Customer satisfaction
Vertone can help you design and deploy effective customer listening systems to develop a customer culture and put the voice of the customer at the heart of your organization's decision-making processes.
When it comes to measuring satisfaction, we offer hot, cold, telephone or digital customer feedback systems that can be interfaced with your management tools, providing the opportunity for omni-channel measurement at any time.
When it comes to involving customers in the company's processes to innovate or guide choices, we help to implement mixed systems such as round tables, focus groups, customer advisory boards or participation in design sprint processes.
Customer experience
Vertone can help you enhance your B2C or B2B customer experience. A company's promise isn't limited to the product or service it offers. It's around the act of purchase and after-sales service that satisfaction is built, offering a careful, tailored and personalized experience.
Vertone can help you activate the levers of a memorable customer experience, combining communication, interaction, sales policy, routes and offers to create a personalized, fluid and engaging relationship.
Remote customer relations
Vertone can help you optimize remote customer relations, where the main challenges are to build and preserve remote customer trust, integrate remote with the brand's other physical channels, and improve the economic performance of this channel by integrating the benefits offered by artificial intelligence (LLM and NLP).
Our expertise enables us to design excellent customer paths and telephone and digital discourses, to guarantee fluid, personalized interactions and create a memorable experience, even at a distance.
Relationship strategy
Vertone supports you in your customer-focused relational strategies, enabling you to personalize approaches and differentiate treatments according to customer segments.
Treatment differentiation is expressed through several levers: outbound omni-channel communication (lead nurturing or marketing campaigns), customer journeys (digitalized and human), remote customer relations centers (dedicated cells or advisors), benefits programs (reward or recognition), services linked to offers and sometimes the offers themselves (VIP treatment or new customer).
Clienteling and sales support tools
Vertone accompanies its customers from the outset to the implementation of clienteling projects: strategic framing (diagnosis, ethnographic study, objectives), design of customer/vendor tools and processes (UX/UI, recommendations, impact analysis), and change management (internal communication, training, adoption strategy).
The aim is to create a personalized, long-lasting customer/salesperson relationship that is aligned with the brand's operational and strategic challenges, in order to boost sales performance.
Relational postures
Vertone helps brands embody their customer promise by harmonizing the relational postures of customer-facing agents (listening, empathy, assertiveness) across all channels. Its immersive approach includes diagnosis, co-construction, training/coaching of service agents and change management.
The aim is to create human interactions that complement digital channels, with service rituals that leave a lasting positive impression on customers. The approach is also based on revised managerial attitudes and practices.
Focus on...
Focus on ...
Focus on ...
Case studies
Insights
Do you have a project in mind?
Contact us now for more information!
