Valérie Neve is the Customer Relationship and Distance Sales Director at Leroy Merlin France, a flagship company of the ADEO group renowned for customer experience strategies and specialisation in mass retail of hardware, home decor, and gardening products.

Her mission: finding better ways to turn visitors into customers with practical solutions ranging from listening to guidance.

THE BENEFIT OF CUSTOMER EXPERIENCE

For Valérie, excellent customer experience is the number one benefit that comes from effective customer listening. It is the foundation that connects all the profiles within a company, especially for a customer-oriented brand like Leroy Merlin. Customer experience must be the starting point for all considerations and plans a company carries out.

A PIECE OF ADVICE: TURN CUSTOMER LISTENING INTO A BUSINESS FOUNDATION

To ensure that customer listening best serves a company and becomes a real foundational philosophy, it is integral to include as many committed parties as possible in the process. This can be carried out using CRM tools or by implementing new standard practices, but it is also important to attract customers that can contribute to the process, to institute and carry out continuous improvement and to build teams that are always ready to listen and respond to customers. These measures require the involvement of all the company’s teams.

Finally, she reflects on the many strengths of the Critizr solution, notably its agility and its capacity to fulfil the expectations of both their end customers and those of partner companies.

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