7. Our advice

7.1 Adopt the right reflexes

The success of a quality reception approach hinges on a few good practices to keep in mind.

• Strong, assertive political leadership, with clearly stated objectives that are consistent with customer relations projects.

• Implement an open, collaborative dynamic throughout the process, encouraging the participation of field operatives.

• Putting the user at the heart of our concerns and encouraging each agent to become "user centric", by paying close attention to the user experience and the notion of life events.

• Provide the human, technical and financial resources needed to ensure the success of the approach and...