At Live & co – and hopefully elsewhere too! – customer satisfaction is much more than a simple objective; it’s the fundamental pillar of our business and entrepreneurial adventure. Of course, we want visitors and stakeholders to be blown away by our achievements, but our real priority is meeting expectations and satisfying our customers.
Satisfaction is not just a question of results. It is built throughout the project, from receiving the brief to storing the material after the exhibition. The dedicated project manager is at the heart of this adventure, ensuring cross-functional management of each assignment.
To continually improve our services, we systematically carry out debriefings with our customers at the end of the project. This detailed feedback enables us to identify our strengths and pinpoint areas for improvement. As we know, customer satisfaction is generally synonymous with loyalty; challenging ourselves has, therefore, become an essential skill in itself.
A COLLECTIVE adventure
At Live & co, every project counts, and we leave no stone unturned. No matter how big or small, we commit ourselves to our customers once we decide to take on the challenge. Our main rules of the game? Generosity and availability.
That’s why we make a point of looking after our customers, carefully avoiding work overload, and guaranteeing the quality and attentiveness needed to make each assignment “comfortable.” Quality relationships make all the difference. What’s more, our customers are just as generous, taking the time to express their satisfaction!
THE WORD OF A CUSTOMER!
Interview with Lucie Framinet – Marketing and Communications Manager – CARBOGEN AMCIS
I see Live & co as an extension of my department.
What prompted you to start Live & co seven years ago?
I joined CARBOGEN AMCIS in 2015. I inherited an agency partnership at the end of its cycle. Live & Co approached us. I liked the freshness of their approach and the energy of their entrepreneurial vision. We had something to achieve together.
What have been the highlights and main successes of this collaboration?
Three come to mind quite quickly. What springs to mind is our first stand at the CPHI Worldwide event. It was a real turning point. That stand launched our brand into a new era from an events point of view. Also, in terms of management, despite the stress, I appreciated the agency’s calm and availability. Our confidence was further strengthened when we collaborated on the Chinese edition of the CPHI. Thanks to local partnerships, Live & co overcame the language barrier and the distance to deliver an extremely high-quality event that impressed our local colleagues.
Today, I particularly appreciate how the agency helps us coordinate our different operations.
Whether it’s a 130m2 stand or a simple meet-and-greet solution, we’re able to offer great visual coherence and optimised equipment management. With more modular systems, Live & co takes the burden of storage off our shoulders. This simplification of processes is a source of confidence and efficiency.
What are the ingredients for a lasting partnership?
It’s about forming a team. I really feel that we’re making progress together. I see Live & co as an extension of my department. This proximity helps us overcome challenges, anticipate technical constraints, and give life to valuable projects. My satisfaction criteria are qualitative. So, feedback at the exhibition is essential, but I think that upstream of the project is just as important.
How can we move forward tomorrow?
I’d like us to go further in terms of eco-responsibility. We’re starting on a number of points, starting with modularity. Reuse remains complicated from one year to the next. But by working together, we also have more leverage with the organisers to facilitate the introduction of technical constraints that are more conducive to longer life cycles for our stands and their materials.
The future looks bright!
This kind of feedback gives great meaning to our work. It also provides us with the energy and confidence we need to keep moving forward and doing better. We encourage our current and future customers to share their eco-responsibility aspirations. Undoubtedly, the responsible dimension of our designs will soon become a key indicator of performance and attractiveness. We look forward to tomorrow!
