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31618514044sylvia@magnefiek.nl
On the Road to 100% Customer Happiness
Focusing your organization on the customer is a journey. Sometimes over familiar terrain and often with a systematic approach. However, change also means that you have to deal with unexpected circumstances. Then a direction and approach that takes this into account is a good travel guide. Your proactive Guide During this trip you can count on me as a proactive guide. I will look with you, support you where necessary and, together with you, develop interventions that are necessary to truly focus your organization on the customer. We determine together how I support you in advance and sometimes also during the trip. From monitoring progress to advice and guidance to training in customer excellence. I help you avoid distractions and stay alert to circumstances that require you to recalibrate your CX route. Or to explore new insights or a challenge at the chosen destination. Together with you, I contribute my expertise, experience and network. Or, if necessary, external parties and experts. Interventions on the way to 100% customer happiness Changing to an organization that focuses 100% on the customer does not happen automatically. A well-thought-out plan also includes interventions. Deploying these interventions largely determines your success. This concerns interventions that contribute to the realization of your CX route and destination. Interventions that are necessary to get stakeholders involved, make them aware and challenge them in the desired behavior. This requires the necessary experience and knowledge to make the right choices. My experience has taught me that for each situation and each intervention chosen, it is necessary to determine who can best fulfill this role. People who enjoy the trust of stakeholders in your organization and know how to best fulfill these interventions. People with a good sense of obstacles, problems and behavior in the organization and who have effective communication skills. These are the people who make your CX route more powerful. Measuring is Knowing There is no destination without knowing why and how you can get there together. Your 'why and ambition' is not something you shout at the beginning and at the end. But also makes it tangible during your journey towards 100% customer happiness. Qualitative and quantitative. Trust and belief in your CX route increase if you communicate about it regularly. Show the effect achieved on customer happiness and employee happiness. Bring in their voices and share their experiences. Also show what other impact your route has. On questions or doubts that exist among your stakeholders (targets on costs, time, money, etc.) and on strategic objectives of your organization. Engage in dialogue, it contributes to shared understanding and provides a sense of pride and commitment. Because it becomes clear that everyone contributes and that customer happiness does not come from sales or marketing alone. Sustainable, a little better every day. You focus your organization on the customer in order to create lasting value. This means that you do not steer once on your CX route on the way to your destination. Very important in your journey is planting seeds that will ensure that your culture slowly changes to a culture that puts the customer first and therefore also your employees. Your organization consists of people. People who make a difference for people. People who enter but also leave your company. Your CX route also includes an approach that ensures learning, documentation and an ongoing dialogue with stakeholders - existing and new - in your company. Which also deserves a place in your HR policy. So that you attract new people with the right competencies and - even more importantly - the right mindset. I guide you in creating the conditions for a sustainable culture of learning, improving and renewing what you have achieved. From the perspective of the customer and what your organization stands for. Because customer expectations change, new customers know where to find you, you want to retain customers and your competition is not standing still.
