La passion de l'experience client

Cabinet de conseil et d’audit spécialisé en expérience client.

Avez-vous déjà essayé d’améliorer votre expérience client sans mesurer de satisfaction client ? Vous êtes vous déjà interrogés sur l’homogénéité de vos discours sur les différents canaux ? Utilisez vous réellement vos datas ?

Découvrez nos 6 pôles d'expertises: conseil, data, centre de contact, formation, support, conférences.

 

Conseil & études: Nous accompagnons vos projets liés à la relation client, à l’optimisation des parcours client et à l’amélioration des performances opérationnelles.

Service Client: Audit de votre service client, recommandations et mise en place opérationnelle. Nous travaillons tous les niveaux de l’organisation depuis les processus jusqu’’aux outils et projets.

Data & indicateurs: Où et comment extraire mes données ? Comment leur donner un sens ? Comment les présenter pour qu'elle soient compréhensibles et utiles ? Quels indicateurs de performances pour mon activité ? Comment mesurer et comprendre les attentes de mes clients ? NPS ou CES ?

Formations: Formez vos équipes à devenir consumer centric.

Services support: Besoins d'externalisation et de pilotage opérationnel de vos activités ? : Service client, CRC, projets digitaux, design thinking, mesures de satisfaction, recouvrement.

Conférences & séminaires: Sensibilisez vos employés à l’importance de l’expérience client et engagez les dans la voie du 'customer centric'.

 
$1,000+
 
$150 - $199 / hr
 
2 - 9
 Founded
2018
Show all +
paris, France
headquarters
  • Rue Jeanne d'arc
    paris 75013
    France

Reviews

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Data Analysis for a Global Tech Company

"Their testing and analysis are excellent, and they have great decision-making skills."

Quality: 
5.0
Schedule: 
5.0
Cost: 
3.0
Willing to refer: 
5.0
The Project
 
$10,000 to $49,999
 
Mar. - June 2018
Project summary: 

60mn collaborated with the internal team to conduct data analysis and generate reports. They also made recommendations for digital and marketing strategies to decrease the churn rate.

The Reviewer
 
10,000+ Employees
 
Paris, France
VP Digital Marketing, Nokia
 
Verified
The Review
Feedback summary: 

60mn is skilled and professional, integrating features such as NPS to increase customer satisfaction. They understand their field well and apply effective solutions. Their price is a bit high, but they're still a great team.

The client submitted this review online.

BACKGROUND

Please describe your company and your position there.

I'm the digital marketing director for a global technology company. I work with our IT and digital partnership program, sales training, marketing partnership, etc.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire 60mn?

We needed help with our data analytics and recommendations for our digital and marketing strategies.

What were your goals for this project?

Data analytics is an essential requirement in our B2C business. We use that data to extract insights that allow us to get a competitive advantage.

SOLUTION

How did you select this vendor?

We found them on LinkedIn and liked their website, so we hired them.

Describe the scope of their work in detail.

60mn worked with our departmental managers to outline the specific data needs for each business method analysis project. They used statistical methods to analyze data and generate useful business reports, creating models that depict trends in the customer usage. They also worked with the management team to create a prioritized list of needs for each business segment, identifying and recommending new ways to avoid a high churn rate.

What was the team composition?

We worked with the founder.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

60mn integrated Net Promoter Score (NPS) into our system, allowing our customers to rate our company on a scale from 1–10 and leave comments. This has given us the ability to pinpoint customer concerns and overcome them before the churn rate increases.

How effective was the workflow between your team and theirs?

We didn't have any problems with them.

What did you find most impressive about this company?

They were proactive and understood the demographics of our business. Their testing and analysis are excellent, and they have great decision-making skills.

Are there any areas for improvement?

Their price could be a bit more competitive.

5.0
Overall Score
  • 5.0 Scheduling
    ON TIME / DEADLINES
  • 3.0 Cost
    Value / within estimates
  • 5.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer