«Let's share a reality: what's happening inside a company is seen from the outside. The client's delight is a result of the attitude of the employee...»

And it is simply based on their level of engagement. The customer experience is built around the dimensions of services to be delivered (reliability, empathy, consideration etc).These dimensions must be supported in the business by values of ethics (confidence, respect and openness to others); and the attributes of the brand must be chosen in intimate relationship with these dimensions and these values. The identity of the company is embedded in the brand promise, but this identity is rooted deep within the business and is transposed in moments of truth. Consistency is needed

To be on course with the customer experience requires a client strategy that begins with an analysis of the expectations of the client, an analysis of the competition... etc... into a distinctive positioning and a (re)design of the moments of truth. The brand promise, with its commitments, can then be communicated, enacted.

But this strategy is sustainable if, in parallel, at the same time, we change the internal dynamics: from a real socio-organizational analysis, the foundations of a customer service culture can be established. Measuring the level of mobilization will be needed, as well as customer satisfaction, as a working tool for every manager ... he then becomes a customer-oriented leader. »

BIOGRAPHY
«André Coupet is currently a Principal Associate with PARIS MONTREAL CONSEIL. Originally from northern France...»

André first studied economics in Lille, then at the University of Paris. André then emigrated to Canada. An MBA Graduate from the University of Sherbrooke, he has had a career as a strategy consultant in various offices: PWC, GICAM, Samson-Bélair DELOITTE- TOUCHE, then from 1990 to 2012 at SECOR in Montreal and Paris.

His interest in customer experience dates back to 1986. He observed the best practices in the United States. Then in 1989, in Montreal, he founded the DIMENSION CLIENTELE association with his friends Jocelyn, Françoise, Yves... and others. This venture went on to bring together 200 professionals in Quality Service.

In 1998, André opened a subsidiary of SECOR in Paris. He lead SECOR / Europe until 2007, while continuing to provide advice on both sides of the Atlantic. André COUPET, is a man of conviction: he regularly writes in economic and academic journals, periodically leads seminars and conferences on the theme of customer strategies and is involved in progressive study forums, according to the values that he believes in, particularly of the Scientific and Technical Council of the French think tank Terra Nova, of which he is a member. He is also a member of the Institut du Nouveau Monde, a think-tank based in Quebec.

EXPERTISE
-Architecture and advisor on customer strategies
-Advisor - management teams