Do you know the virtual queue?

I recently tested the virtual queue. I have been conquered by this mode of operation and I think it applies to many industries, particularly in the service sector. The omnipresence of the mobile in everyday life makes it a very effective tool to improve the quality perceived by customers and…

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Put customers in categories

In process improvement, we are always interested in the customer: the organization lives for and by the customer. Each organization must therefore question the added value it brings to its customers and strive to know them well, as well as their expectations. I will share some thoughts on the knowledge…

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Visual management for customers

Ikea is a world-famous chain of furniture stores. Of Swedish origin, one of the biggest challenges of its expansion has been its ability to simplify its processes and documentation in order to standardize products. This is successful, since the pictured instructions are now a standard. I would like to come back today…

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Why make money off clients?

Comment faire la différence entre le bon et le mauvais profit. Celui qui va générer de la satisfaction client ou du mécontentement. Celui qui va faire dire au client “J’en ai pour mon argent, c’est une bonne adresse, je reviendrais” ou “C’est l’arnaque, ils ne me reverront plus”.

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