Customer relationships cannot be decreed. They are managed, one interaction at a time.

Why this book

Transforming a relational intention into a manageable system: moving from stated principles to observable, sustainable practices.

Connecting what is usually treated separately: the vision, the actual customer experience, team practices, tools, and indicators.

Giving teams a common language, so that the quality of the relationship no longer depends solely on individual sensibilities.

A toolkit for action

• —180 practical guides

  A short format, designed to be used when the question arises.

• —Reference by need

  The book can be navigated by topic, without requiring a linear read-through.

• —For individual or group use

  The worksheets can be used both to prepare for a decision and to lead a team workshop.

Who is it for

• —Management

  To position customer relations within your strategy and investment decisions.

• —Managers

  To foster team best practices and support the development of relational skills.

• —Customer Experience, Customer Service, and After-Sales

  To connect the brand promise, customer journey, and the reality of interactions.

• —Sales

  To maintain consistency between what is sold and what is experienced afterward.

• —Support functions and transformation project managers

  To integrate the relational dimension into processes and tools.

Five practical uses

• —Diagnosis

  Assess current practices and identify gaps between intention and actual customer experience.

• —Team workshop

  Use a sheet as a basis for discussion and collective decision-making.

• —Action plan preparation

  Select a limited number of practices to implement, with observable milestones.

• —Indicator development

  Choose metrics linked to real behaviors rather than to statements.

• —Change management support

  Support long-term appropriation at the teams' own pace.

The Excerpt

The excerpt allows you to discover the logic of the book: the structure of the sheets, the way a practice is described, its conditions for success, and its points for attention. It gives an overview of the level of detail and vocabulary used, so you can assess the book's usefulness in your context before purchasing. The file remains a demonstration content blocked from download as long as the excerpt authorized by the publisher is not available in the back office.

Author

Frequently Asked Questions

Is a specific level of expertise required to use the book?

No. The guides are written to be understood without prior expertise in customer experience, while still being useful to experienced practitioners. What matters more is the ability to take action on a practice, either alone or with a team.

Should it be read linearly?

It is not necessary. The book is designed to be consulted on an as-needed basis: you open the guide that corresponds to your current question. A linear reading is also possible to gain perspective on the entire approach.

Can it be used by a group?

Yes. A guide can structure a short workshop: sharing observations, choosing a practice to implement, and defining what will be monitored. Using it as a group facilitates adoption and prevents customer relations from remaining an individual concern.

Does the book replace professional consulting?

No. It provides benchmarks and tools; adapting to the context, making trade-offs, and managing change are specific to each organization. Consulting support can help prioritize and maintain momentum, without replacing the work of the teams themselves.

Where can I order the book?

The book is published by Dunod and is available on the publisher's website and in bookstores. The link to the publisher's page can be found in the calls to action on this page.

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