The relationship between a brand and its customers has evolved considerably in recent years. And as you all know; the digital era has further accentuated the need for a brand to participate in an active discussion rather than a passive one.
As a company specialized in customer relations, Eloquant decided for its 20th anniversary to do a study and look at the customer-brand interactions. To talk about the results of this survey, my guest is Alain Bouveret, General Manager of Eloquant.
Together, we discuss among other things about :
- What are actual consumers' expectations when it comes to customer relationship,
- how brands should converse with clients,
- which channels are the best ones?
- and many other points...