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Customer Centricity

More and more, customers are uncompromising in demanding quick and competitively priced customized solutions. We support you in building an organization that puts your customer in the center and help focus your people and processes on an outstanding customer experience.

What to do when your customer experience strategy needs a better organizational setup, more customer-oriented processes and smoother customer interaction to compete in your market?

We supported a business unit over time to optimize their industry-specific customer strategy. Together we setup a modular approach for ~100 colleagues from the Top and Middle Management to improve customer orientation on a process and organizational level.

As a result, the customer journey for major processes have been improved significantly due to customer centric changes in collaboration and organization.

Check out these inspiring sample formats or programs to get an idea of how a solution for you could look like:

Driving Performance through Customer Value (Learning Journey)

Take your team on a journey to explore the true needs of your customers and develop a plan to deliver real value-added solutions to them. This interactive and highly practical program has one primary goal: to enable you to foster a culture of excellence in your area of responsibility. As a result of this program, you will have brought to light the truly essential stakeholder needs that are central to your work. Together with your team, you will use these needs to flesh out your core value proposition and practice how to empower your team to independently and continuously drive performance improvement. More information? Contact us!

Building the Customer Centric Organization (Learning Journey)

Together with your team, redesign your organization and put your customer at the center of everything you do. This learning journey kicks off with an introductory Impulse Session. Afterwards, and optionally, you can choose different topics for more in-depth sessions: either with your peer leaders or with your team. Different workshop settings and labs will cover the following topics and challenges: 1. "Customer Experience Management - How to develop customer-centric operations?", 2. "Organizational Design - How to structure your organization towards a stronger customer focus?" and 3. "Digital Innovation - How to manage innovation for customer-centric outcomes?" More information? Contact us!

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