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.
FO/BO modeling, platform design, developing skills for handing increasingly complex orders.
Customer connectivity, integration, interaction and collaboration
Distribution processes flow by flow, real-time shipment and delivery status.
Order-to-invoice, effective problem resolution.
Analytics, segmentation and service differentiation.
Koen Jaspers, customer service expert
“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.”
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.