work

Need
Establish stronger customer relationships that drive increased loyalty, revenue and market differentiation
Result
Customer-Focused Corporate Destination, Informed Perspectives, Strategic Relationship Initiatives and new relevant Solutions that customers Value

Led cross-business cultural change, establishing “Customer” as priority in business operations and investments. Strategic business change initiatives based on actionable customer insights led to stronger customer relationships, increased value creation and revenue growth.

Business Challenge

Market Differentiation
Solution Commoditization
Customer Retention
Revenue Growth

Delivered business impact through the following activities:

Customer Vision

Global Strategy sessions focusing on current customer focus and Customer Destination
Identified “Type of Customer Company”, today and tomorrow
Established Customer Vision with 3yr time horizon
Focused on establishing new Customer Culture
CEO and Presidents as Champions and Advocates

Customer Goals

Focused on action and impact
Identified 3 key customer goals to motivate and measure progress
Established baselines and implemented on-going customer feedback vehicles
- Relational surveys, transactional surveys (annual and activity based)
Corporate dashboards kept goals and progress visible across the company

Actionable Insights

Established several new channels of customer feedback and input –
- Proactive Customer Visits and Call Review
- Customer/Market Segmentation
- Customer Profiles
- Customer Personas
- Customer Journey Maps
- Annual Satisfaction Surveys
- Transactional Surveys
Sales and Support
Input and Feedback methods structured to drive action

Global Strategic Change Initiatives

Initiatives aligned with key customer interaction points that drove a lasting impression
Launched several targeted initiatives to establish a stronger, more meaningful relationship throughout the customer lifecycle
Aimed at establishing a “Trusted Partnership”
Focused on action and impact
Value focused … addressing customer needs, wants and challenges
Initiatives drove stronger relationships, increased retention and revenue