{"id":2301,"date":"2023-08-31T11:30:20","date_gmt":"2023-08-31T09:30:20","guid":{"rendered":"https:\/\/cx-elements.fr\/about\/"},"modified":"2024-02-06T09:17:50","modified_gmt":"2024-02-06T08:17:50","slug":"about","status":"publish","type":"page","link":"https:\/\/cx-elements.fr\/en\/about\/","title":{"rendered":"About"},"content":{"rendered":"\t\t
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\n \n\n
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\n \"\" <\/div>\n <\/div>\n
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\n Benoit Rengade <\/h4>\n <\/div>\n \n \n <\/div>\n <\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Who am I ?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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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<\/strong> 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.<\/p>\n

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.<\/p>\n

Today customers themselves say that Michelin is listening their customers, and it became comparatively easier to do business with Michelin.<\/p>\n

I am a Customer Experience practitioner :<\/strong> : 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.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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The 5 Customer Experience Pillars<\/u><\/strong><\/p>\n

We help you at every stage of your initiative, thanks to decades of hands-on CX practice in large industrial companies.<\/p>\n

Our aim : make sur that you can orchestrate the initiative without our help as soon as possible.<\/strong><\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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\n\t\t\t\t\t\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\tMore about our offers<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/i><\/span>\n\t\t\t\t\t\t\t\t<\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\tPREPARE<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t

run a CX maturity assessment.
Define the CX roadmap.<\/p>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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Implement customer listening method (both relational and transactional)
Choose the most relevant indicators.<\/p>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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Design close the loop feedback and problem solving processes.
Implement Customer Rooms\u00ae to address the most complex issues.<\/p>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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Implement the \u00ab Voice of Customer \u00bb system throughout the company.
Create Voice of Customer rituals at every level, including the Executive Committee.<\/p>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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Progressively instill a Service Culture.
Define and encourage the attitudes and behaviors of a Customer Culture.<\/p>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\tFacts and figures\t\t\t\t<\/span>\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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of buying experiences are based on how the customer feels they are being treated.<\/div>\t\t\t
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(source : McKinsey)<\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t

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\n\t\t\t\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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of customer-obsessed companies achieved a 10% or greater revenue growth over the last fiscal year. Comparatively, only 10% of companies that didn\u2019t focus on CX achieved a 10% or greater revenue growth.<\/div>\t\t\t
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(Source : Forrester)<\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t

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of B2B buyers say that they would discontinue doing business with sellers who don\u2019t meet face to face after the sale.<\/div>\t\t\t
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(Source : Deloitte, 2021)<\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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\n \n\n
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\n Our commitments <\/h4>\n <\/div>\n \n \n <\/div>\n <\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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What we believe<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n Deliver a great customer experience is not that easy. <\/h3>\n \t\t \t

Most feel more comfortable optimizing internal processes, than question themselves.<\/p>\n <\/div>\n \n \n <\/div>\n <\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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\n B2B customers expectations are changing quickly. <\/h3>\n \t\t \t

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.<\/p>\n <\/div>\n \n \n <\/div>\n <\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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\n You shalt listen to customers. I mean really. <\/h3>\n \t\t \t

You shalt not consider your customers as just a source of data.<\/p>\n <\/div>\n \n \n <\/div>\n <\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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\n Indicators are important. However they are not what matters most. <\/h3>\n \t\t \t

(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.<\/p>\n <\/div>\n \n \n <\/div>\n <\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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To learn more about us<\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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\n \n\n
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\n Our exp\u00e9rience <\/p>\n <\/div>\n \n \n <\/div>\n <\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Trust us. Here is why.\n\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n \n Wide Experience<\/span>
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<\/i><\/div>\n
<\/i><\/div>\n <\/div>\n <\/a>\n <\/div>\n
I have 23 years experience with customers, in France, Nordic countries, Asia... and 6 years as CXO of a large industrial company.<\/div><\/div>\n <\/div>
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\n \n Young but well-established consultancy<\/span>
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<\/i><\/div>\n <\/div>\n <\/a>\n <\/div>\n
CX Elements has been founded in spring 2023 and serves several industrial customers in Europe and Asia.<\/div><\/div>\n <\/div>
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\n \n Field practice<\/span>
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<\/i><\/div>\n <\/div>\n <\/a>\n <\/div>\n
Only 5% of CXOs come from Sales! Customer relationship has been my daily life for years; I am a practitioner before I became a consultant.<\/div><\/div>\n <\/div>
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\n \n Robust academics<\/span>
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<\/i><\/div>\n <\/div>\n <\/a>\n <\/div>\n
I have a MBA from ESSEC Business School, a university background in the USA, and I am a fully-qualified Bain NPSx Independent Advisor.
\nWhat else?<\/div><\/div>\n <\/div>
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\n \n Worldwide network<\/span>
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<\/i><\/div>\n
<\/i><\/div>\n <\/div>\n <\/a>\n <\/div>\n
I am a Bain NPS Loyalty Forum Member Emeritus, and a founding member of the CX Club, a group of French CXOs from large companies with a focus on B2B.<\/div><\/div>\n <\/div>
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\n \n Trusted partners<\/span>
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My partners, including Bain NPSx, CX Impact and more, can join the project team as required.<\/div><\/div>\n <\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\"\"\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

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 […]<\/p>\n","protected":false},"author":1,"featured_media":2213,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-2301","page","type-page","status-publish","has-post-thumbnail","hentry"],"yoast_head":"\nAbout de Benoit Rengade, Customer Experience expert - CX-Elements<\/title>\n<meta name=\"description\" content=\"Find out more about Benoit Rengade, Customer Experience practitioner.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/cx-elements.fr\/en\/about\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"About de Benoit Rengade, Customer Experience expert - CX-Elements\" \/>\n<meta property=\"og:description\" content=\"Find out more about Benoit Rengade, Customer Experience practitioner.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/cx-elements.fr\/en\/about\/\" \/>\n<meta property=\"og:site_name\" content=\"CX-Elements\" \/>\n<meta property=\"article:modified_time\" content=\"2024-02-06T08:17:50+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/cx-elements.fr\/wp-content\/uploads\/cx-elements-3-Grande.jpeg\" \/>\n\t<meta property=\"og:image:width\" content=\"1280\" \/>\n\t<meta property=\"og:image:height\" content=\"460\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/cx-elements.fr\\\/en\\\/about\\\/\",\"url\":\"https:\\\/\\\/cx-elements.fr\\\/en\\\/about\\\/\",\"name\":\"About de Benoit Rengade, Customer Experience expert - 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