Customer-centric strategies

A pro-customer culture in an organisation is not created overnight, it is mostly a long-term process, but at the end of it, the reward awaits in the form of stable growth, customer loyalty and strong competitive advantages, as well as the ability to handle crisis situations. But where do you start? The basis is to involve the key people in the company, i.e. the C-level and then get solid customer and organisational data to set the first targets.

Our support in the area of building a pro-client culture in the organisation can be:

• analysing all data held by the organisation on customers, products, purchasing channels and processes related to customer service, offering, communication.... in order to draw initial conclusions and theses
• the realisation of dedicated ‘cognitive waves’, i.e. research that allows knowledge to be completed in essential areas, e.g. reasons for brand abandonment
• implementation of customer feedback monitoring to start measuring key KPIs and, in the longer term, to check whether the organisation is moving towards customer-centricity
• developing a strategy for building a customer-friendly and customer-focused organisation, providing it with data, insights and recommendations,
• conducting strategy workshops with board level and key executives to develop and implement the strategy
• training in the area of CX, company customer knowledge, market consumer knowledge
• we provide the tools for continuous feedback monitoring and alerts, so that the employees begin to follow the feedback and how to improve it
• we give management the tools to motivate employees to provide good customer service by tracking satisfaction-related KPIs such as NPS, CES and rewarding levels achieved