Customer-centricity & Customer Experience
Driving customer performance. That’s what we stand for. We believe that satisfied customers are the key driver for successful business. With a mix of practical consulting and training we can help you increase your customer satisfaction and achieve your objectives.
Customer Journey Mapping
Using Customer Journey Mapping, we validate the emotions and motivations of your customers.
Through in-depth interviews, we bring your customers’ journey into focus. The emotional and rational moments-of-truth that your customer has with your business are transformed into a visual customer journey. Your organization gains insight into how your propositions and services connect with your customers. And with the knowledge of where you can excel from your customers’ perspective, you can make conscious choices about how to invest in your future.
Customer Experience Management
We help you design your branded customer experience program, bringing the best interests of your business together with the best interests of your customers.
Because every customer has a customer experience, we help you take advantage of every opportunity to positively influence your customer relationships. We combine our knowledge and experience with your knowledge of your business and your customers. By bringing together the best of both worlds, we support you in creating tangible value for your customer-centric ambitions.
Via a targeted customer experience strategy, we help you to showcase your strengths and minimize your weaknesses, resulting in the optimal mix of customer centricity and business performance.
Via customer panels, customer research and customer interviews, we give you insight into which aspects of the relationship and your service is important to your customers.
We bring the emotional experience of your customers into focus and validate how they experience the value of your business and organization. We also measure the current customer behavior across channels and pinpoint how you can align your organization to optimize your performance for your business and your customers.
With our customer centricity training, we teach your employees how to communicate from the perspective of your customer.
Using our experience-based approach, we take your employees into the world of your customer to show them the importance and effect of their behavior on customer experience and loyalty. We teach them how to make every solution a personal solution for the customer, and how to tailor their communication to each individual.
This results in higher employee engagement and transforms your customers into ambassadors for your brand. In this way customer centricity becomes part of the DNA of your organization.
Also check out Change & leadership