2023 Panel Discussion

The driving forces guaranteeing an exquisite Customer Relationship

Date

Thursday 25 May 2023

Admission starting at 2 pm

Location

Four Seasons Hotel George V
75 008 Paris

Our 2023 Panel discussion, along with our partner the  AMARC and led by Marie-Louis Jullien, featured the feedback of:

  • Mathieu Renault, Customer Satisfaction Director at Malakoff Humanis
  • Christophe Robert & Vincent Richez, Customer Satisfaction Manager and Director of the Customer Experience Department at Renault, respectively
  • Cécile Bianconi, Customer Experience Director at Elior

Discover below the various topics which were discussed during the event, illustrated with some notable moments of the event.

The aspects of Customer Culture

Cécile Bianconi (Elior): “The COVID period has changed the way we conduct this business and has provided us with an opportunity to adapt our offers and to reassess the way we involve our teams when it comes to Customer Culture.”

Vincent Richez (Renault): “One of our key challenges is being able to exchange with our 4000 independent salespoints. Our goal here is to have each of our salespoints ready to incarnate the Renault brand and to deliver certain standards of quality.”

(…)

Tools for customer listening

Cécile Bianconi (Elior) : « Our surveys include some very pragmatic questions which cover all the new services which we are now able to address. They provide us with a better knowledge of our guests’ expectations and to offer them the best possible services. We no longer ask guests to evaluate their satisfaction level with grades as we have noticed that these would be used by guests to evaluate how healthy the relation with their company is rather than the quality of the food and of our services. »

Mathieu Renault (Malakoff Humanis) : « All brands currently want to assess customer satisfaction. Our goal is to obtain high commitment rate from our customers and thus keep. Following the sending of a survey to a customer, we thus maintain a rather long period before sending new surveys to this customer. »

(…)

Discover all the editions of ERDIL’s Panel Discussions