✅ 1. Active listening and personalization
Why do we do this? Customers want to feel understood and considered.

How? Use their first names, remember their preferences, and ask open-ended questions to pinpoint their needs.

✅ 2. Exemplary responsiveness
Why? A customer expects quick answers, especially when a problem arises.

How can you do this? Set clear response times (e.g. within 24 hours) and stick to them. Automate acknowledgements of receipt if necessary.

✅ 3. Ongoing training for your team
Why should you do this? Well-trained staff handle delicate situations better.

How? Offer training on communication, empathy, and products/services.

✅ 4. Systematic customer feedback
Why? It shows that you take their opinion into account.

How? Send out satisfaction questionnaires and take concrete action on the feedback.

✅ 5. Surprise pleasantly
Why surprise? An unexpected gesture creates a “wow” effect.

How? Offer a bonus, a handwritten thank-you note, or a special discount at a key moment.

✅ 6. Simplify the customer experience
Why? Less friction = more satisfaction.

How? Optimize the customer journey (website, payment, after-sales service, etc.).

✅ 7. Assume responsibility and correct mistakes
Why? Transparency builds trust.

How? In the event of an error, apologize, offer a rapid solution and a commercial gesture if necessary.