Pioneers of customer relation online

According to the 8th Prize Qualiweb/Stratégies, a prize rewarding the best quality of customer relation online from a barometer created by Cocedal Conseil ten years ago. The notation was based on the responses to puzzler emails sent to 250 web sites.

Among the 50 best web sites evaluated, more than 20% of them are from the sector of fashion and beauty, and the first 5 companies are luxury brands. The first one is Nespresso, premium brand of Nestlé Group, represented by Georges Clooney. Nespresson is a typical brand of New Luxury which are always based on emotions (see my later posts about the New Luxury). The second one of the hit parade is Guerlain, the bronze medal is le Printemps and the forth Chanel.

From two years, il seems that the customer relation and service is an issue of utmost importance for the luxury industry, which is very concerned about the total quality and image of its brands. The web site is the image of the brand so the customer relation by e-mail is the continuation of the looked-for service. The e-mail is today a way of contact natural and incontrovertible in the center of the customer service.

~ by maoyan on March 22, 2008.