Customer experience is increasingly becoming a benchmark for the competitiveness of your company. To provide that excellent experience, your order execution must be streamlined and transparent, and your customer service agents must be empowered with the corresponding mindset. Value should be at the heart of everything and everyone.
Do you get the basics right? Can you pride yourself on flawless process execution?
Needs vs. processes?
Do you link the external customer journey into your internal operating model?
Do you focus on what is good for your customers as well as for you?
Customer connectivity, integration, interaction and collaboration
Distribution processes flow by flow, real-time shipment and delivery status.
Perfect order execution
Order-to-invoice, effective problem resolution.
Analytics, segmentation and service differentiation.
Koen Jaspers, customer service expert
“Real, operational and actionable”
“Talking customer experience is great, creating customer value by linking the external customer journey into your internal operating model is even better.
Together with you, we develop an active customer management plan to impact the total customer value creation of your business. Our customer-centric transformation programs make your customers’ journey real, operational and actionable.
But we don’t just focus on what’s good for your customers. We also focus on what’s good for you: increasing your bottom-line results by focusing on service differentiation towards your profitable customers.”
Digital impact on customer management
If there has been one catalyst to the impact of customer experience, or CX, it has been digitization. Consumer connectivity has exploded and forever changed the world of Business-to-Consumer interaction. Now, guess what! The same people getting exposed in their private lives to new customer journeys also start to expect this in their professional environment. The question for any Business-to-Business company has therefore become: how can we bring our customer experience into action? Because most companies are not Snapchat or Apple or Amazon, yet every customer now expects every company to act like them. And that is a challenge.
Cases from the field
A SMART prescription
A SMART prescription
Aligning KPIs for customer service to measure operational excellence worldwide
Improved Agility is Key for Your Supply-Chain Excellence
An agile supply chain must be responsive to actual demand, and capable of using information as a substitute (to some degree) for inventory through collaboration and integration with key customers and suppliers.
Experience Officially Killed the Information Pyramid in Customer Management
We all grew up under the holy mantra of shaping data into information. Correct service to our customers was based on actual knowledge derived from a clear structure on top of the big pile of underlying and meaningless events, numbers, and facts and figures.