Author: Marc-Antoine Claveau

We will be at the “Service à la clientèle” conference presented by Les Affaires!

We will be at the “Service à la clientèle” conference presented by Les Affaires!

[This event is held in French]

The 7th edition of the “Service à la clientèle” conference presented by Les Affaires will be held in downtown Montreal on October 23rd. Major organizations such as Investissement Québec, Cirque du Soleil, La Presse, Groupe CH and many others will be attending to discuss their experiences and strategies in optimizing customer service.

This year, SOM is proud to be a partner of the event and we are pleased to announce that we will host a workshop on October 24!

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A majority of drivers are distracted while driving

A majority of drivers are distracted while driving

An accident caused by distracted driving, in addition to the physical consequences that may result, can affect the driver’s wallet. Indeed, this usually results in auto insurance premium increases.

Unfortunately, a majority of drivers admit to being distracted while driving. Such are the findings of a survey conducted by SOM for the Insurance Bureau of Canada (IBC). In fact, three quarters (75%) of the consulted drivers admit that they have been distracted while driving in the last 6 months.

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Consumer Loyalty: a single Customer Experience can have a huge impact

Consumer Loyalty: a single Customer Experience can have a huge impact

The results of a customer experience survey released by SOM and Daniel Lafrenière demonstrate the importance consumers place on the customer experience: one experience is enough to change buying habits.

As part of this important study, Quebec consumers were invited to tell the story of an exceptionally good customer experience or of a dramatically bad experience. Hundreds of people took part in the exercise, where it was possible to take stock of the main impacts and the main causes of an exceptionally good or dramatically bad experience. The experiences mentioned by respondents were experienced through interactions with car dealerships, garages, telecommunications companies, restaurants and retail businesses.

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