Customer experience and marketing
expertise

Companies are increasingly tackling “customer-centric” transformations that make bold promises but frequently disappoint in reality.

Designing and delivering a coherent, distinctive customer experience is a fresh challenge each day

Bartle’s approach to the customer experience is “all hands on deck”: we develop new value propositions and harmonise them with teams, customer journeys, digital applications and relationship management programmes that are geared entirely toward customer satisfaction and loyalty.

"It’s time to stop imitating the successes of the 'new barbarians'"
Julien Vieux-Vincent, Partner

Customer-centric: radical changes in the classic approach to customer relations

The dictate to “put the customer first” is not new. Indeed, it has become more prominent with the rise of players in the new economy, expanding in sectors that are already highly competitive, demanding memorable experiences that create a pleasant surprise for the customer.  

Customers are looking for more products on the shelves. For individual and business clients alike, brands are expected to offer a service and a journey adapted to their wishes, with personalised omnichannel interactions and immediate responses. Their loyalty is earned through specialised, innovative and ongoing programmes that bring the company into closer contact with the customer’s daily existence.

The challenge is finding the ability to reformulate an attractive and sustainable proposition to accompany the customer through different stages of life. Businesses must find new answers to fundamental questions:

  • How can they stand out in a sea of innovative propositions that outshine established offers?
  • How can they reconcile new, groundbreaking services with a catalogue of legacy products?
  • How can they pivot from a product-oriented model driven by promotional strategies that undermined margins to a true customer experience and service economy that generates value?
  • How can they further engage and earn the loyalty of their customers?

Developing the customer reflex
at every stage

Creating a memorable customer experience begins with more collaboration across departments, whether their staff are in direct interaction with customers (front office) or providing support (middle and back office). 

This capacity for nurturing synergies amongst varied business lines from the start of a transformation is a hallmark of the Bartle approach: the experience is to be told and lived, by individuals and the services they offer. The customer’s voice and viewpoint are precious, but here they are complemented by the observations of your teams to qualify the maturity of the promise delivered and to better define the target and avenues for improvement. For each group, we define a distinctive relational footprint rooted in the group’s strengths and human capital to stay in constant contact with the end customer.

Our expertise is acknowledged across many sectors and it is this breadth of knowledge that enables us to address a wide range of issues in creating, improving and delivering the customer experience.

Marketing et Expérience client

The pillars of customer relations

We work with all the stakeholders — general management, customer experience, offer and customer marketing, sales, customer service, operations, information systems, human resources and partners — to design new relationship standards that serve as a common customer-oriented framework of expression. We develop relational frameworks to foster interactions between brands and customers: innovative loyalty programmes, communities of interest and mutual support, and personalised, pioneering omnichannel interactions

A company that serves the customer

Next-generation customer relations requires the efforts of committed teams at all levels. We support teams to they can:

  • Build a customer-first organisation (management of sales portfolios, allocation of requests, information sharing);
  • Drive performance and quality (routines, everyday use of the customer voice); and
  • Develop a service culture (work on attitudes and reflexes, skills benchmark).

Listening to customers

We develop the methods and means to capture the voice of the customer and turn it into a transformational asset, to engage all players in making tangible improvements to pathways and interactions, thus offering the flexibility and resilience necessary for brands that want to be “customer-centric”. 

Customers and the digital transformation

We support business and IT departments in the selection, design and deployment of new technology platforms for sharing customer information, handling customer requests, collaborating and assisting with tactical and operational decision making. We have assisted with the deployment of large-scale CRM programmes to several tens of thousands of users to transform customer-facing practises and business lines.

5 stories of businesses
that transformed their customer experience.

Logistics: gradually transform the customer experience

From design to field implementation, we supported a major operational and cultural transformation campaign, working to improve the handling of customer requests by progressively rolling out the technical and HR systems across all the client’s offers and services.

Energy sector: from diagnostic to a revitalised customer experience

We began by diagnosing customer experience maturity within the different geographical areas, then revitalised the relationship promise by developing pillars and standards common to the whole group, to establish distinctive markers, while taking into account specific cultural and competitive contexts.

Culture: from analysis to a performance improvement plan

We started with an assessment of the performance and quality delivered by the customer relations teams, backed by the observations of employees and our omnichannel mystery visits to draw up a plan to improve and expand the client’s activities, supported by a business model that takes into account the prospects for sales growth.

Services: digital marketing to reach new heights

We advised sales and marketing teams in improving their sales performance (inbound campaigns, customer recruitment and loyalty, social selling) as the client was embarking on a massive diversification of their offer and striving for total geographic and sector-wide coverage.

Ready to wear: create delight at all touch points

We mapped all the points of contact between a brand and its customers to identify any irritants to remove and moments of delight to replicate as part of an omnichannel target vision backed by a new portfolio of priority projects.

Logistics: gradually transform the customer experience

From design to field implementation, we supported a major operational and cultural transformation campaign, working to improve the handling of customer requests by progressively rolling out the technical and HR systems across all the client’s offers and services.

Energy sector: from diagnostic to a revitalised customer experience

We began by diagnosing customer experience maturity within the different geographical areas, then revitalised the relationship promise by developing pillars and standards common to the whole group, to establish distinctive markers, while taking into account specific cultural and competitive contexts.

Culture: from analysis to a performance improvement plan

We started with an assessment of the performance and quality delivered by the customer relations teams, backed by the observations of employees and our omnichannel mystery visits to draw up a plan to improve and expand the client’s activities, supported by a business model that takes into account the prospects for sales growth.

Services: digital marketing to reach new heights

We advised sales and marketing teams in improving their sales performance (inbound campaigns, customer recruitment and loyalty, social selling) as the client was embarking on a massive diversification of their offer and striving for total geographic and sector-wide coverage.

Ready to wear: create delight at all touch points

We mapped all the points of contact between a brand and its customers to identify any irritants to remove and moments of delight to replicate as part of an omnichannel target vision backed by a new portfolio of priority projects.

Are you facing a customer experience challenge?