About de Benoit Rengade, Customer Experience expert

Benoit Rengade

Who am I ?

I am primarily a sales professional and had various B2B sales assignments. When I was proposed the job of Customer Experience Director for Michelin Group back in 2016, this job still did not exist I have been through every step of a CX initiative. I wrote the plan, set up the rules of the game, built the CX network, acted as a customer advocate at every level, from gemba up to the executive committee.

I took inspiration from the very best, most notably Fred Reichheld and Rob Markey, who invented NPS. I was also inspired by my peers in other large companies. And as no one is a prophet in his own land, I invited them as keynote speakers.

Today customers themselves say that Michelin is listening their customers, and it became comparatively easier to do business with Michelin.

I am a Customer Experience practitioner : : my legitimacy stem from practice, not just theory. My task is to avoid you to get into the same pitfalls I fell into while I was a CXO. I will be on your side until you feel ready to carry on without my assistance.

The 5 Customer Experience Pillars

We help you at every stage of your initiative, thanks to decades of hands-on CX practice in large industrial companies.

Our aim : make sur that you can orchestrate the initiative without our help as soon as possible.

PREPARE

run a CX maturity assessment.
Define the CX roadmap.

LISTEN

Implement customer listening method (both relational and transactional)
Choose the most relevant indicators.

ACT

Design close the loop feedback and problem solving processes.
Implement Customer Rooms® to address the most complex issues.

MOBILIZE

Implement the « Voice of Customer » system throughout the company.
Create Voice of Customer rituals at every level, including the Executive Committee.

MAINTAIN

Progressively instill a Service Culture.
Define and encourage the attitudes and behaviors of a Customer Culture.

of buying experiences are based on how the customer feels they are being treated.

0 %

(source : McKinsey)

of customer-obsessed companies achieved a 10% or greater revenue growth over the last fiscal year. Comparatively, only 10% of companies that didn’t focus on CX achieved a 10% or greater revenue growth.

0 %

(Source : Forrester)

of B2B buyers say that they would discontinue doing business with sellers who don’t meet face to face after the sale.

0 %

(Source : Deloitte, 2021)

Our commitments

What we believe

Deliver a great customer experience is not that easy.

Most feel more comfortable optimizing internal processes, than question themselves.

B2B customers expectations are changing quickly.

They tend to get closer to what they expect as consumers: in terms of service, competitors are not companies producing the same product, but rather those proposing a better service.

You shalt listen to customers. I mean really.

You shalt not consider your customers as just a source of data.

Indicators are important. However they are not what matters most.

(Indeed you normally do not ask the kids to assess their holidays on a scale of 0 to 10...) You shalt establish indicators but you shalt never forget that they are a proxy for the reality, and not the reality itself.