AREAS OF EXPERTISE
Backed by years of experience in B2B Customer Experience, my services meet the needs of all types and sizes of clients - from small startups to large firms - and deliver lasting changes with measurable growth. Please get in touch with me today to learn how CX-Excellence.com can help your future success.
When working on customer experience-related projects, it is important to assess company culture and objectives. Contact me to discuss how I can assist you to achieve your customer experience objectives.
CUSTOMER JOURNEY MAPPING
The world is experiencing an unprecedented global crisis. Tried and tested response mechanisms have proven to be less effective than one might have hoped. We will need to develop new, sometimes untried and untested, answers to this crisis. This applies to government and business communities just as much as it does to the scientific and medical communities. These communities are now faced with unprecedented challenges and customer requirements are evolving at an ever-faster rate. We need to face these challenges head-on.
Once the crisis is over, business will need to be reinvented. The whole concept of how we do business will need to be re-appraised.
Customer Journey Mapping is an excellent way to ensure that you know who your customers are, what their requirements are, and how you should respond. Customer journey mapping creates opportunities and space for new ideas. It will allow you to define initial opportunities for improvement and to establish a roadmap for change. It is a critical element in your CX toolbox.
Contact me to discuss options for in-house Customer Journey Mapping training. I also offer a practical 2-day Customer Journey Mapping workshop at the end of which your organization will have a clear idea of what the current customer journey is, what it should become and how to get there.
VOICE OF CUSTOMER PROGRAMS
Voice of the Customer (VoC) is an important component of a customer experience strategy. It describes your customers’ feedback about their experiences with and expectations for your products and/or services. It focuses on customer needs, expectations, understandings, and product improvement. VoC programs have become more important over the years and are becoming an increasingly important part of organizations core business strategies. Capturing and acting on customer feedback is critical to understanding customers' wants and needs, determining areas of service or products that require improvement and to ascertain how to ensure customer loyalty going forward.
Contact me to discuss how I can assist you to review and improve your current VoC program or establish a new VoC program for you!
I have over 20 years of management experience and was selected as a member of ABB's Global mentoring team between 2015 and 2018.
I am happy to coach executives, managers, and high-potential employees, assisting them to reach their full potential. I work with coachees to help them gain self-awareness, clarify goals, achieve their development objectives, and unlock their potential. I provide a confidential and supportive sounding board. The coaching process starts with an initial assessment, goal setting, and development planning. It then progresses through the development plan and ends when the development goals are achieved, or when the coach or pupil decides that it should end.
Contact me to explore how I can assist you or one of your high-potential executives, managers, or staff to fully develop their potential.
+41 79 313 8528