Léana Guionnet

With over five years of experience in customer relations and loyalty, I now support companies as a freelancer to optimize their customer satisfaction and strengthen retention.

After holding the positions of Customer Success Manager and Customer Retention Specialist, I have developed solid expertise in B2B client management, analysis of user behaviors and needs, implementation of anti-churn strategies, and improvement of the customer experience.

By combining listening, analysis, and personalized advice, I help you maximize loyalty, understand your customers, and implement solutions adapted to your business, while ensuring the improvement of your customer service's overall satisfaction and performance.

Welcome new clients

- Monitor their understanding of products or services and assist them in their use

- Reminder/presentation of contractual terms, answers to questions or objections

Regular contacts and follow-up to build a trusting relationship with customers

- In-depth discussions to gather customer feedback on their products or services to ensure their satisfaction

- Anticipate/identify needs to propose adequate solutions and foster loyalty

- In-depth knowledge of different offers

- Targeting customer needs to guide them towards offers adapted to their needs and provide them with real added value

- Knowledge of different types of at-risk customers

- Identification of motivations

- Response to objections: performance, ROI, competition

- Implementation of loyalty levers

- Customer follow-up

Available and responsive, do not hesitate to contact me to discuss your needs.

Léana