PARTICIPATE PARTICIPATE A customer-centric transformation Since the acquisition of Airgas, Air Liquide serves more than 3.5 million customers and patients around the world. Air Liquide’s strategy aims to constantly improve customer and patient satisfaction as well as provide brand new and efficient solutions to meet their needs. my customer week” enabled more than concrete and encourages all employees 4,000 employees to interact directly with to better integrate customer expecta- customers. Next, optimize each contact tions in their daily decisions. with our customers to simplify inter- My relationship with In the area of research, customer actions and make them smoother. Lastly, What are customers’ feedback? Air Liquide is based service is crucial. To ensure listen to our customers even more. Regardless of their satisfaction level, on values such as listening, that our researchers’ work is not they perceive this type of process assistance and a desire interrupted when a gas cylinder Audrey Eudeline, With the “Voice of Customer” in a very positive way. Asking for their to develop my skills becomes empty, we collaborated Director of “Customer Experience” program? opinion to identify areas for improvement, in technical matters. with Air Liquide in order to set at Air Liquide Exactly. This program is based on a contacting them directly and quickly It’s important and reflects up a stock of cylinders directly digital solution that collects customer when a problem is identified and ensur- how Air Liquide values at our sites. Products are available testimonials, which are read and used ing it is solved–this is obviously a good its customers. It contributes immediately if the laboratories in real-time by our teams. Analyzing thing for them because this progress to building trust. run out, which truly is a customized Improving customer satisfaction, this information to better identify our demonstrates how important they Guillaume Penigault response. what does that mean exactly? customers’ needs and expectations are to us. Head of Purchasing, Korian We want to be the leader in customer is important, but not new. However, Ludovic Dehri satisfaction in our market. A successful the immediate availability of individual What are the initial significant Head of Works, Maintenance and Logistics, customer experience means satisfying testimonies enables Air Liquide to impacts of this program? ESPCI Paris (École Supérieure de Physique the customer during every interaction manage each customer in a personalized Benelux has rolled this out as a pilot et de Chimie Industrielles de la ville de Paris) with Air Liquide (request for information, way. And this is new. program and is already seeing initial order, delivery, invoicing, after-sales results. Customer testimonials enabled service, etc.). To accomplish this, the How can we truly talk about them to identify areas for improvement, Group focuses on three areas. transformation? including, for example, transforming the First, increase attention to customers at This program, which has started being customer service center located in the all levels of the Company, not only within rolled out within the Group, enables Netherlands. An inspiring model for the the sales teams or customer relations employees to access every customer’s other subsidiaries that are currently teams: in Asia for instance, a “Meet opinion directly. This makes things very rolling out the program. 14 15