Betty Merlin

I help companies achieve their business objectives by improving their customers' experience. How do I do this? By putting the customer, and especially the human being, back at the heart of the company. Customers, employees, partners: each of their experiences with you directly impact the longevity of your business. I will help you to: Listen, observe and understand your customers / collaborators / partners in a pro-active way to better anticipate their unexpressed dissatisfactions and thus better meet their expectations. Decipher your strategic environment by analysing your competitive universe, market trends, and new societal phenomena to help you make the right strategic decisions. Modeling customer journeys and designing the ideal experience to deliver to your customers to create your own satisfaction standards. Formalise the strategy and areas of improvement into a detailed and paced action plan to ensure the implementation and harmonisation of service quality. All this thanks to personalised support and specific methodologies.