- Outside-in thinking
- Client journey and experience
- Required level of client centricity
- Current level of client centricity
- Ways to increase client focus
- Value propositions for products
- Service level targets
- Must haves and nice to haves
- Client influence on operations
- Tools to deliver the client promise
- Ways to make money
- Calculating costs to serve
- Effective sales processes
- Structured needs evolution
- Stop talking and start listening
- Stop selling and start helping
- Client needs in the bigger picture
- Needs behind the request
- Root cause analysis
- Satisfying all stakeholders
- Client buying behavior
- Why buy, why now and why from you
- Writing good value propositions
- Structuring messages
- Simple and easy client journeys
- Areas of friction and improvement
- Eliminating non client value adds
- Client satisfaction surveys
- Account management
- Understanding the end-to-end
- Awareness of own contribution
- Knowing roles and responsibilities
- Supply chain & logistics knowledge
- Supply chain optimization
- Balancing service levels and costs
- Network and process analysis
My collaborative approach
One size does not fit all.
I listen carefully to understand your current situation and what you want to achieve. Together we define the best approach and most effective support. We set budget and targets. We regularly review progress and measure the results. I then hand back to you.
Did you know?
- Striving for great client experiences solves root cause issues, reduces cost to serve and increases loyalty.
- Over 80% of consumers are willing to pay more for a better experience.
- Almost 90% of consumers may switch to a competitor following a poor experience.
- A good client experience may result in 140% increase in customer spend.
- Happy clients are almost twice as likely to stay loyal to you.