customer-experience

Our vision

By listening to customers we create value

Teresa Monroe provides you with a business expertise to skillfully redefine the entire Customer experience. We develop actionable plans that create meaningful value for your customers and your employees. We believe that by enhancing your customer experience you boost your employees’ satisfaction and deliver added value across the company.

Listen to your customers

Collect relevant insights and measure
what matters to customers.

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Understand

Analyze and share the findings to get endorsement
and buy-in by the largest number

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Create value

Transform data into meaningful value and actionable plan.
Empower your employees.
Differentiate yourself.
Innovate and communicate

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listen-to-your-customers

Listen to your customers

By 2020, companies plan to compete primarily on customer experience rather than price! It has become 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 connection to their emotional journey.

Many tools are available: surveys (relational , transactional … ) ,
on-site visits, call center conversations , emails, blogs, social media …
we propose to guide and assist you during the entire process, from planning to the implementation.

analyze-and-share

Understand

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 to transform this data into meaningful value for all (financial, ethical, emotional, human, strategic…)

act-and-communicate

Create Value

Act… Provide the relevant information to the right people and at the right time to take action, drive changes, innovate and create value

Change… Communicate loudly inside and outside
Onboard your organization toward a customer centric organization and a commitment to success. Reward and celebrate ! !

We continuously help our customers promote a strong customer centric culture and deliver a consistenlty satisfying customer experience with strong emotional value.

the-wow-factor

WOW!!!

The ultimate goal is to move beyond the customer satisfaction and connect at an emotionnal level. Target your customers’ hearts not their wallets!

Satisfaction + Emotion = Brand Loyalty

our-references

Our references

testimonials

Testimonials

A real difference !

Juillet 2017

The methodology and tools developed by TM are really filling a gap in the due diligence approach of VCs . Within less than a few weeks we can get a 360 degree understanding of the company strength in front of its customers and quickly come to a strong validation or to a red flag.  It is a real win win for the VC and the company itself as it gives lots of insights to the management about areas of improvement on the roadmap or the sales and marketing processes . Lastly it is as well a very good way for the start up to project an image of a more mature company who has already put in place strong processes on customer satisfaction.

Remy de TonnacETF

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
management-teresa-monroe

Management Teresa Monroe => Who we are

Philippe Dumont

Philippe Dumont

Partner

29-year experience in senior leadership roles at Microsoft EMEA and Symantec, including starting the CX practice at Symantec Corp. Serial digital and mobile entrepreneur, board member and speaker

Nathalie Vaillant

Nathalie Vaillant

Founder & 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

Philippe Dumont

Philippe Dumont

Partner

29-year experience in senior leadership roles at Microsoft EMEA and Symantec, including starting the CX practice at Symantec Corp. Serial digital and mobile entrepreneur, board member and speaker

Nathalie Vaillant

Nathalie Vaillant

Founder & 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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