Improving customer satisfaction in business-to-business relationships is a key issue. Schneider Electric, specialist in energy management, equips itself to monitor the satisfaction of its customers. The industrial group has adopted the Medallia software platform, following the example of consumer companies such as Marks & Spencer, a retailer.
Schneider Electric is redesigning the way it records customer satisfaction
Schneider Electric gives priority to understanding the needs of its customers and wants to take measures that improve their experience, while giving its employees the opportunity to better understand their issues. Since then, Schneider Electric has overhauled the way it records, measures and manages customer satisfaction.
The manufacturer insists on placing the customer at the heart of its approach, and it has devised new solutions to support the journey of its customers and increase their level of satisfaction. He transformed the approach to the customer journey by deploying personalized dashboards for his employees. The ambition is to establish a customer-centric culture. To accomplish this mission, the group provides its employees with tools ensuring real-time access to clear and personalized information. These must allow them to work continuously to improve the customer experience.
Schneider Electric provides personalized information to its teams
” Employees are the building blocks of any customer-centric business,” explains Agustin Lopez Diaz, senior vice president of Schneider Electric in charge of quality and customer satisfaction worldwide. “We can now provide our teams with personalized information. This allows each employee to view relevant results within their scope of work he continues. “Our employees have the best assets to improve the experience and the customer journey by knowing precisely what they expect he said.
Thanks to its platform, Schneider Electric has a real vision of the customer experience. Its teams can identify opportunities likely to improve the level of satisfaction and intervene to this effect. Via the customer experience management platform, Schneider Electric has access to a global view of each customer’s journey. This includes all interactions with all touchpoints used. The manufacturer has rolled out a comprehensive training program to help employees better understand the background and “persona” of customers through a coaching service. Finally, he can quickly close the loop on issues raised by customers.
Schneider Electric achieved 29 billion euros in sales in 2021 with a net profit of 3 billion euros. The group employs 128,000 people worldwide.
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The manufacturer Schneider Electric wants to improve the satisfaction of its “B to B” customers
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