Customers

A successful customer commitment

To be the leader in customer satisfaction in its sector, Air Liquide has launched, with the Neos strategic plan and a commitment to customer-centric transformation, a set of initiatives to study in detail its customers' journey, their points of contact and define continuous improvement projects to deliver a better, long-term experience.

One way to ensure that our actions were successful with our customers was the launch in March 2017 of theVoice of the Customerdigital platform to collect and analyse customer feedback in real time, worldwide.

由于这个系统没有声音被忽视和贬低atisfied customers are instantly identified and the reasons for their dissatisfaction are addressed without delay.

• 100,000 feedbacks从客户和患者身上采集到的2017
• 88%of customers satisfied or very satisfied with Air Liquide in 2019

Regarding our strengths, our customers particularly appreciate the quality of Air Liquide's products and services, safety, and the behavior and efficiency of the teams in contact with them.

Proximity and expertise

Customers demand a high level of flexibility, responsiveness, service, availability and a genuine long-term partnership. The Group's organization enables each entity, in its geographical area, to meet these requirements and specific local expectations, and thus to build a close relationship with each customer.

For the past 10 years, this organization has been supplemented by a fully coordinated global management system for major international and strategic accounts. It relies on a team of Strategic & Key Account Managers whose task is to develop in-depth knowledge of these clients in order to better meet their specific needs and be strategically aligned with their growth priorities.

On the basis of these privileged relationships, Air Liquide co-develops projects with its customers that go beyond the contractual terms in order to bring them greater efficiency, reduce risks and open untapped sources of value creation.

More about customer experience on On Air magazine