Customer experience is the key to repeat business - Vincent Catala-Cottini, Groupe Paris-Turf at...

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The importance of earning customers' trust by always thinking about customers first

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Customers' trust

1. Why customer experience is the key to repeat business ?

2. What are the key principles to deliver the best-in-class customer experience ?

3. How to build customers‘ trust?

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1. Why customer experience is the key to repeat business ?

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2. key principles to deliver the best-in-class customer experience

The 4 principles to a great customer experience :

• Keep it Simple • Content Matters • Make It Foolproof • Build Customer Trust

Why you need an empty chair ?

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3. How to build customers‘ trust? (1/2)

1. Be customer centric :

2. Test, measure and learn :

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3. How to build customers‘ trust? (2/2)

3. Obsess over customers

4. Partner with customers

5. Innovate on behalf of customers

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A virtual horse event « La Course des Légendes »

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