CONSULTING

"The most successful companies understand the whole customer experience better than their peers”*

The multidisciplinary teams at Performance Directe are composed of experts selected according to your needs, to assist you in identifying issues and opportunities, then to implement the transformation process.
* Source: www.mckinseyonmarketingandsales.com
  • CUSTOMER EXPERIENCE OPTIMIZATION

    At Performance Directe, everything begins with understanding customer experience!
    Our team of experts in customer relations is there to guide you:
    ●  Analyze your customers’ purchasing process and identify existing interaction between your brand and your competitors.
    ●  Audit the expectations of your internal services and potential areas of optimization.
    ●  Define the breaking points in customer experience and position your brand at these key moments

    The benefits for you :
    ● Benefit from the expertize at Performance Directe to analyze your customer experience and identify the breaking points and competitive opportunities.
    ● Define and implement cross channel solutions to optimize your customer experience in synergy with your sales teams, and make the process smoother.
    ● In the long term, differentiate your services and engage your consumers in a personal way at the most appropriate times!
  • IMPLEMENTATION OF CUSTOMER SERVICE

    Internalization of customer service may be the solution for your company. Performance Directe assists you in elaborating specifications for this. Our experts will help you to correctly define the perimeters of the service, the processes, roles and objectives of each player, as well as the performance KPI. Thus, you will increase your chances of conducting this business transformation successfully.
     
     
    The benefits for you:
    ● Brainstorm with experts upstream, to define the roles and objectives of the service.
    ● Formalize operating and evaluation processes, as well as changes in the data processing structure.
    ● Train your teams.
Talk to us about your customer relation problems.

CASE STUDY

HOUSING SECTOR

3 studies

customer experience, behavior segmentation, quantitative and qualitative analyses

6 months’ assistance

from the briefing stage to the operational implementation of our recommendations  

+7%

increase in revenue during the semester following our consulting mission

THE CUSTOMER’S PROBLEM

In a highly digitalized customer journey, how to re-invent internal processes and commercial/marketing strategies to grow business again?

PERFORMANCE DIRECTE’S SOLUTION

Analyze the customer pre-sales journey and customer relations after sales: customer experience diagnosis, identification of all the contact points, handling methodologies/processes and conversion performances for each channel to identify the customer experience breaking points.  

MEANS EMPLOYED

  • Audit of customer experience and internal processes.
  • Employee interviews, mystery calls.
  • Internal/external data analysis.
  • 3 quantitative studies.

RESULTS OBTAINED

  • Inversion of the sales curve and +7% increase in the following semester.
  • Resource and process optimization.
  • Creation of new customer journeys.
  • Implementation of new communication and data processing tools.