If you are not thinking about customers, you are not thinking. (Ted Levitt)
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Coaching and Consulting
There are so many questions that need to be answered when you embark on your improvement process. Should we establish a call centre, and who should run it? Do we need to buy CRM software and hardware? What happens after the initial training is over? How can we continue to maintain the momentum after the initial excitement and evangelism? What problems will we encounter that can lead to failure? What is my role as a manager?
The people in your business responsible for customer loyalty and delight in your organisation sometimes need a trusted advisor or super-coach to help them achieve their goals. From us, they get the benefit of proper support and our vast experience of implementation in many companies, so they don’t have to go it alone, (and end up in the wrong place.) We have developed dozens of questionnaires and surveys which will help you to diagnose your current situation, and monitor your progress. We have collected thousands of resources and articles that may help you. We’re more than happy to sit around a table and discuss the issues which will help you take your company forward at an accelerated pace.
Much of our work involves helping your company to plan for and implement the actions needed to manage your customers successfully. We have found that some robust conversations with no BS are a great way to figure out the really important stuff. We’ll keep it simple and use common sense. No fads, no complex theories, no drawn-out processes. Just customised conversations, with valuable insights, innovative ideas, and maybe a bit of argumentative advice. And a relentless drive for decisions that lead to action.
We'll help you think about the new environment and the future of your business. Challenge your assumptions. Explore options for growth. And develop a "strategy story" that makes sense to your board of directors, investors, staff, and all other stakeholders. With absolute clarity about what must happen next and who's responsible. And with 30-day action plans - and a tough review process - in place to make sure the right stuff actually gets done.
Our years of experience in many organisations have taught us many lessons that we can share with you…
Do you need to purchase CRM software?
Should you outsource your call centre and other customer management activities?
What else can be outsourced without affecting your customer loyalty?
What information should you collect about customers, and how should you use it?
What really differentiates you from your rivals? And what else could make you shine out?
What training does your staff need to undergo?
Where are the major opportunities to become more profitable and to pick the “low hanging fruit”?
How can you cut costs while simultaneously increasing customer loyalty?
What do you need to do to get total engagement and commitment from every single person that works on your team?
And hundreds more questions
Let us sit around a table to share our “war stories,” and give you advice on what can make your business indispensable and irresistible to your customers – and highly profitable to boot.
“At the end of the day, it's about building your business around customers and finding ways to help them grow, that will make you succeed.”
(Jeff Imelt, Chairman and CEO, General Electric Company)
