Wat is Customer Excellence?
WHERE ARE YOU?
Are you curious about how we can help you grow into a Customer Excellence company? Where and how can you take steps fastest? Want to get to know us? Schedule a conversation!
Customer Excellence is science with a big heart behind it. It focusses on the customer experience. And as a Business Model, it's very profitable.
Perhaps the most frequently asked question we receive. What actually is Customer Excellence? Is it Marketing? Why should I start with this? That is precisely why we have listed the differences for you. So that you understand what it is and can judge for yourself whether it is something for you to look into. And last but not least why I have such a deep belief and passion for customer excellence. Customer Excellence is about people and delivering happiness, it gives meaning to your entrepreneurship. What is what?
Marketing - telling what your product/service is Marketing is the active promotion of products and services. It is a push tactic in which you tell what your product or service is, what makes it so good and why a consumer should buy it. And why you are better than the competition. Branding - telling who you are Branding is everything that precedes marketing. It's a pull tactic. With branding you tell what you stand for, what you find important and you confirm to customers who recognize this and feel addressed that they are making a good choice with this brand. Customer Experience - what your customer experiences in the interaction with you Customer Experience - or customer experience - is the perception that customers have from the interaction with your company. This concerns all interactions in all customer contact channels as long as the customer is connected to you as a company.
Customer Service - how you help customers The help and advice / information that companies provide to help customers with their questions.
Customer Journey - Steps that customers take to achieve their goals (purchase, making choices, gathering information, using the product, evaluating)
Customer Centricity - put the customer and customer needs at the center of your organization. Give your customer a voice in business decisions and service innovations.
Customer Excellence - where customer experience exceeds expectations. Excel in delivering a consistent and distinctive customer experience of what you promise to be in every interaction throughout the customer journey. You build lasting relationships with your customers.
Why build relationships with your customers? The distinctiveness of product, price or place continues to decrease. It is precisely in the customer experience that you are able to distinguish yourself from your competitors. And when you do the word spreads fast and attracts new prospects. Because customers are increasingly guided by the experiences of other customers. Its proven that Customer Excellence leads to a higher Customer Lifetime Value and increases the involvement of your employees.
So you have something to gain or at least a lot to lose if you don't invest in the relationship with your customers.
Customer Excellence Framework
The Customer Excellence Framework has six axes along which companies can grow: 1, CX strategy 2. Understanding the customer 3. Customer journey 4. Measurements 5. Organization 6. Culture The growth model has growth from level 1 (ad hoc) to level 4 (proactive). Naturally, the industry in which you work plays a role and how high you want to set the bar with your own unique sound. Does this sound appealing to you? We love to get to know you and see where we can help you grow into a Customer Excellence Organization. You set the bar, we help you with a proven approach and extensive experience in change management issues. From developing a CX strategy to a pathway that suits your goals.
