In a rapidly changing world, customer relations are becoming a driver for transformation and innovation, far beyond a simple commercial transaction. Air Liquide has understood this by placing the Customer Experience at the heart of its strategy. A vision based on a simple but essential principle: Listen to act better.
Air Liquide’s approach to customer relations is built on three fundamental pillars: active listening to needs, in-depth understanding of customer journeys, and the development of a customer-centric mindset among all employees within the Group.
The importance of active listening
Air Liquide has made Customer Experience one of the pillars of its development strategy, as emphasized in its Principles of Action: the Group “anticipates market developments, continually listens to its customers” and is committed to providing them with “innovative and competitive technologies, products and services”.
This ambition is achieved through a global approach that mobilizes all employees. From understanding needs to implementing tailor-made solutions, the Group develops an approach where active listening is transformed into concrete actions.
In the space sector, this approach makes perfect sense. “Air Liquide is a long-standing partner. Since the beginning of the Ariane adventure, we've had a partner who assists us in many ways,” says Yves Aumont, Commodity Manager Energy & Gas at ArianeGroup, a key player in European independence in access to space.
Discover how Air Liquide supports ArianeGroup in its strategic challenges:
From in-depth understanding of customer journeys to value creation
To facilitate the collection and analysis of customer and patient feedback, Air Liquide has set up a dedicated digital platform called “Voice of the Customer”. It is accessible in all countries in which the Group operates, making it possible to collect feedback on a global scale and measure the satisfaction of customers and patients in each entity.
Air Liquide has thus developed a thorough understanding of the issues at stake in each sector and for each stakeholder: “As a partner, Air Liquide has demonstrated a deep understanding of our challenges, particularly ‘consuming better’, while facilitating the daily lives of our caregivers,” emphasizes Tiphanie Picavez Da Cunha, Medical Devices Buyer at Clariane, a major European provider of care services for the elderly and vulnerable individuals.
Discover how Air Liquide is transforming the daily lives of caregivers with Clariane:
Another example comes from Lisi Aerospace, a company specializing in the manufacture of components for the aeronautics and aerospace industry: “Air Liquide contributes to our operational and strategic objectives. The Group helps us optimize the consumption of argon or nitrogen and better control our processes,“ testifies François-Xavier du Cleuziou, Chief Strategy & Procurement Officer at Lisi Aerospace.
Discover Lisi Aerospace and Air Liquide, a collaboration in the service of industrial performance:
This essential listening allows tailor-made solutions to emerge. At FEV France, a mobility solutions specialist, the Air Liquide teams work in close collaboration, particularly on hydrogen-related technologies. “We need to be as efficient and effective as possible to win these projects, and that's why we need Air Liquide and a close relationship with our supplier,“ explains Alfred Arpin, Director of Test Centers at FEV France. A concrete illustration of the Group's commitment to developing sustainable and innovative solutions with and for its customers.
Discover how the partnership between Air Liquide and FEV France is driving progress in decarbonized mobility:
The Group demonstrates that active listening combined with a rapid action capability is the best way to create shared value.
A Customer-oriented corporate culture
The Customer-oriented corporate culture is reflected at all levels of the company, from employee training to management commitment. It enables Air Liquide to anticipate the evolution of different markets, identify areas for improvement with its customers.
Customer Days illustrate the desire to develop a Customer-centric mindset for all employees within the Group. These events, dedicated to exchanges with customers, help to maintain a constant and constructive dialogue, in a logic of continuous improvement.
Discover the highlights of "Customer Day 2024" at Air Liquide's Head Office:
“What customers expect from us is performance, and that is built on relationships of trust.
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Frédéric Daubié
Customer Experience Director at Air Liquide
