Company spirit :
All the employees are called "trublions du goût" that in a way can be translated as "taste disruptors". A lot of them have a degree in pastry. And they are all absolutely passionate.They create a customer experience by proposing a new universe where nothing is left to chance. They have renamed everything: office = bananerai, adventures = trublionades, newsletters = feuilles de bananiers. Every details count. They rely heavily on humor to make people remind of them.
Its strength is in the way they communicate with its consumers :
The brand chose Easiware's customer service tool to structure its customer service, and offer an ultra-personalized response to everyone. Each year, Michel and Augustin record more than 10,000 interactions with their clients, and the rule is clear: respond to each of these customers within 24 hours.
A large part of the communication channels are supported by Easiware CRM: e-mail, web form, Facebook, phone, mail, and all information is stored.
This very efficient communication system allows Michel et Augustin to always improve its products. For example, when they first launched their chocolate-filled cookies, a lot of people called because the cookie crumbled when you opened the package. That allows the brand to do the modifications as soon as possible. The consumers know that the brand listens to his feedback.
The brand cares about unsatisfied clients. All the customers that called the brand to complain about a problem with a product receive the product again but with the improvements.
Consumers involvement :
Before to launch a new product on the market, Michel&Augustin organize tastings with its consumers. That allows two things: the brand does not need to spend money on surveys and it reinforces the link with its consumers because by giving their feedbacks, they feel involved.Lucille Brunet
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