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5 leçons sur l'enchantement client

Author

Listed:
  • Eric Julienne

    (LITEM - Laboratoire en Innovation, Technologies, Economie et Management (EA 7363) - UEVE - Université d'Évry-Val-d'Essonne - Université Paris-Saclay - IMT-BS - Institut Mines-Télécom Business School - IMT - Institut Mines-Télécom [Paris], UEVE - Université d'Évry-Val-d'Essonne)

Abstract

Louis est nommé responsable du management de l'expérience client. Sa mission : enchanter le client. Louis sait que l'enchantement, c'est l'effet « waouh ». Mais au-delà, que signifie exactement ce terme ? En quoi est-il différent de la simple satisfaction ? Comment faut-il le mesurer ? Comment le susciter ? C'est en répondant à ces questions que Louis trouvera les leviers de l'amélioration de l'expérience client.

Suggested Citation

  • Eric Julienne, 2020. "5 leçons sur l'enchantement client," Post-Print hal-04243881, HAL.
    • Handle: RePEc:hal:journl:hal-04243881
    Note: View the original document on HAL open archive server: https://hal.science/hal-04243881v1
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