Stéphane Gauthier

Why: Spark customer recommendation: differentiate sustainably and create true brand preference. Motivate sales teams: strengthen engagement to retain customers and grow commercial performance. Bounce back in a tense market: lean on a strong customer culture as a lever of resilience. Build and deploy a customer-centric strategy: align the whole company around a shared vision. Key takeaways: become aware of the power of customer recommendation = Loyalty + Pricing power. Find the levers of satisfaction and delight to attract and retain customers = service vs product. Understand the mechanics of customer perception to turn a threat into an opportunity = Promise less and deliver more. Outline the contours of a true customer culture = Agility at every level.