Customer relationship management (CRM) applications and software are often limited to producing decision-making commercial information in order to identify and qualify potential prospects or important customers. The aim is to convert the prospect into a customer and/or to retain and engage customers.
But while this information is essential, it does not guarantee the production of a unique and remarkable customer interaction. Although CRM allows you to know a lot about your customer in order to prepare and personalize your exchanges, it does not provide any solutions on how to embody your brand or on the attitude to adopt. Quite simply, CRM does not transform customer relations into client experience.
Lookey has been designed for this purpose, with the objective of giving the field teams (operational as well as managers) the means to offer a remarkable customer experience. Supporting customer knowledge and the information produced by the CRM, Lookey represents a real relationship manual to which to refer in order to make a real difference.
Lookey is a digital Académie du Service in your pocket, accessible to all customer relationship actors in all channels, whether physical, remote or online, to:
Lookey is 5 axes of client experience management to deeply and sustainably transform the client experience.
Deploying a new client experience means asking everyone to reinvent the way they interact with their customers. It means inviting everyone to adopt a new relationship model and a new way of being. Access to the Experience repositories must be simple and their presentation dynamic. Disseminating repositories, ideally in video, with Lookey, means putting the experience model within everyone’s reach and in a format that speaks to as many people as possible.
Lookey’s raison d’être, the functions of observation, debriefing and feedback of interactions put the experience project at the heart of everyone’s daily life. Whether in self-observation, with peers or with the manager, Lookey allows to evaluate the degree of knowledge and mastery of the model. For managers, it is a formidable lever for organizing the development of skills over time. For the people being managed, the transformation is concrete, factual and systematically envisaged in relation to the model to be respected.
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Lookey is linked to your training catalogue in order to put the difficulties encountered in implementing the experience model into perspective with the training courses set up to support the transformation. Whether it is to remind the fundamentals of customer relations, to illustrate the attitudes to adopt or to help managers to effectively support their team, Lookey is also a real training booster.
Being a management tool also means offering all the functionalities that allow you to lead and coach the teams that embody the client experience on a daily basis:
With, of course, gamification to arouse and maintain the motivation, secure the use of the tool over time and thus deeply anchor the new Customer Culture.
Adopting Lookey means accessing a rare change management data to steer the transformation with complete objectivity:
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