Use cases
La Banque Postale: Translating customer satisfaction into behavior
Results
+75%
adoption rate
95%
impact
The project
La Banque Postale's new strategic plan places customer satisfaction at the heart of its ambition. In this context, the company has chosen to offer its employees a solution to develop their skills in Customer Orientation. To avoid long theoretical speeches and to encourage practice, La Banque Postale has set up an eDoing programme.
With over 75% usage and 95% impact, the programme is very well received and followed by managers and employees alike.
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Customer feedback
"As the eDoing approach is very innovative, we have put in place all the necessary mechanisms to ensure the results. The qualitative and quantitative indicators are all in the green. The impact is real."
Sara FONSECA-GRENIER, HR Change Management Manager
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