customer-experience

Customer Experience

The difference is in the experience

Teresa Monroe helps you in developping and implementing actions to enhance your customer experience, ensures continuity and pertinence of these actions in order to build a strong customer centric culture. By delivering a continuous and systematic satisfactory experience with an additional emotional value you will capitalize on your customers and benefit from their power of recommendation.

Listen to your customers

Describe your customer journey(s); collect data; meet on-site with your customers

More…

Analyze and Share

Identify your strengths, weaknesses and opportunities; understand the moments of truth; share the results with employees

More…

Act and communicate

Thank your customers; build action plans; empower your employees; differentiate yourself; innovate and say it!

More…

listen-to-your-customers

Listen to your customers

By 2020, companies plan to compete primarily on customer experience rather than price! It is then a priority to set up customer listening posts and programs in order to better understand what they are buying versus what you are selling, the effort it takes to buy your products/services, the adequation between their expectations and your offerings and the emotional journey.

Many tools are available: surveys (relational , transactional … ) , on-site visits ( call center conversations , emails, blogs, social media … ) with different metrics (NPS , CLI , CES, CSAT …), we propose to support you in their implementation.

analyze-and-share

Analyze and share

A thorough data analysis by segment, region & BU … constitutes a management tool to use systematically in all company activities (sales , marketing, product development , support) . Customer data is now an indispensable source of information for establishing the vision , strategy and action plans of a company. By sharing these results with your employees you mobilize them to successfully achieve your transformation.

We work closely with our customers so that this data is not just illustrated by statistics on slides … .

act-and-communicate

Act and communicate

The implementation of action plans and monitoring their execution is customary, but go beyond: Remind your detractors (Bill Gates: “Your most unhappy customers are your greatest source of learning”), enable your promoters (they are your best sellers and they create a positive buzz), release your employees because there are rarely satisfied customers with dissatisfied employees and finally COMMUNICATE clearly and regularly on what you undertake to improve the customer experience.

We continuously help our customers to promote a strong customer culture, build a consistently satisfying customer experience with a strong emotional value.

our-references

Our references

testimonials

Testimonials

A real partner !

Juin 2015

Teresa Monroe has been a real partner in this adventure. The program helped us keep our clients loyal but most importantly it helped us to improve our approach, our products, our sales and support services, consequently attract new clients.

Aurélie AnnootAZURSOFT

A reference for our vision

Janvier 2016

We chose Teresa Monroe because of her long time experience in handling similar programs in a global company, we built the framework together and TM delivered undisputable facts, statistics and analysis without judgement. Over the years the annual customer survey became a reference for our vision, strategy and action plan.

Jacques BehrIngenico Group

A l'écoute, réactive et professionnelle

Septembre 2015

Nous avons choisi de collaborer avec Teresa Monroe/Nathalie Vaillant à multiples reprises car nous apprécions son écoute, sa réactivité et son professionnalisme. Les résultats des enquêtes réalisées ont été des éléments majeurs dans nos événements et ont contribué à la pertinence des actions qui ont suivi. Nous travaillerons à nouveau ensemble en 2016!

Thierry Chevalier Compinnov

Des informations extrêmement précieuses

Avril 2016

Nous avons mis en place un programme d’écoute client ET partenaires avec Teresa Monroe. Nous avons pu collecter des informations extrêmement précieuses et les conseils tout comme l’accompagnement de Teresa Monroe dans ce process l’ont été tout autant, je recommande cette approche car je suis persuadé que c’est  nécessaire et clé dans la connaissance de son marché et de ses clients.

Damien NeyretMailinBlack
the-wow-factor

The WOW factor!

Your brand doesn't need to be the most wellknown, the most recommended is good enough.

The WOW factor is generated by a specific and impressive charateristic belonging to a product or a service that will positively impact the buyer and lead them to act as brand ambassadors

management-teresa-monroe

Management Teresa Monroe

Nathalie Vaillant

Nathalie Vaillant

Partner

25 years of professional experience in Multinational companies, 12 years as a CX Leader (BtoB, BtoC).
Speaker at Netpromoter Conferences

Véronique Ely

Véronique Ely

Partner

26 years of professional experience in Multinational companies, 18 years in marketing and 8 years in communication

Nathalie Vaillant

Nathalie Vaillant

Partner

25 years of professional experience in Multinational companies, 12 years as a CX Leader (BtoB, BtoC).
Speaker at Netpromoter Conferences

Véronique Ely

Véronique Ely

Partner

26 years of professional experience in Multinational companies, 18 years in marketing and 8 years in communication

contact-us

Contact us

TERESA MONROE

Headquarter:
440 chemin de Saint Martin
13090 Aix en Provence

Office:
9 rue Jean Marie Jego
75013 Paris

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