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Customer experience: the relationship of trust is based on human contact

Customer experience: the relationship of trust is based on human contact

The round table dedicated to customer experience at the Excellence By Vendôm trade show was held this Friday. Organized by Luxus Plus and moderated by its founder Claire Domergue, it gathered Alexandre Rossoz, director of the Loulou Group restaurants, Elodie Carpentier, co-founder of the luxury cosmetics brand Le Rouge Français and Oonagh Mackenzie, director of the Barnes Chamonix real estate agency.

 

On the occasion of this roundtable hour, the guests were able to talk about their vision of the customer experience, how the Covid-19 pandemic had forced them to review their policy in this area, or what their axes and ideas are to evolve the experience they offer to customers in the future.

 

What emerged above all from this round table was that the need, the importance of contact with the customer still remains, perhaps even more so with the pandemic. For Alexandre Rossoz, “coming to a Loulou restaurant is first and foremost an experience in itself, and having contact with a waiter for example, is essential for building customer loyalty and making them want to come back” . This is why the Loulou Group refused to offer takeaway food during the pandemic, as many other restaurants did. For him, technology cannot replace real human contact, even if it can sometimes bring benefits.

 

 

For its part, Le Rouge Français relies on showrooms, but above all on virtual reality, which allows the customer to be projected into the heart of the cosmetics manufacturing process, by taking them, for example, to the fields from which certain products used in this manufacturing process are harvested. We work a lot on the feeling, the story that can be behind the design or the packaging of a product : “The experience is not only about the product, but also about the packaging“, says Elodie Carpentier.

 

For Barnes International, Oonagh Mackenzie explains that their customer base is primarily foreign and international. For tours, technology is also used, allowing a new virtual experience.

 

 

In terms of the future of their perception of the customer experience, all three stakeholders agree that technology will be of paramount importance. However, it should not take over the real human contact, which is more pleasant and still very important in people’s hearts. Technology must therefore be coupled with, and even complement, the knowledge that companies have of their customers.

 

Read Also > EXCELLENCE BY VENDÔM: A ROUND TABLE DEDICATED TO CUSTOMER EXPERIENCE

 

Featured Photo : © Screen Cam

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