4 customer-focused strategies


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There are different areas from which to take strategic decisions to continuously improve customer satisfaction. There are 4 different Customer-focused strategies that can be successfully applied from those areas.

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4 customer-focused strategies

  1. 1. 4 customer-focused strategies for the Graphic Arts Industrywww.lucaleonardini.com
  2. 2. 4 customer-focused strategies Area #1 Strategy & Management 1 LSS LSS: Lean Six Sigma project to develop the new culture of continuous improvement. Advantages: - to reduce and to eliminate wastes, - to increase profit margins, - to optimize all processes (business/production), - to improve the quality of products/services, - to improve Customer satisfaction.www.lucaleonardini.com 2
  3. 3. 4 customer-focused strategies Area #2 Communication governance BC: Brand Communication strategy to enhance BC 2 Web communication. Advantages: - to directly communicate with customers, - to reduce marketing costs, - to optimize communication budgets, - to increase efficiency, - to improve Customer satisfaction.www.lucaleonardini.com 3
  4. 4. 4 customer-focused strategies Area #3 ICT JDF: Job Definition Format project to create an integrated workflow of all company areas. Advantages: - to integrate information/data flow, - to reduce production and delivery deadlines, JDF - to increase process efficiency, - to improve the quality of products/services, - to improve Customer satisfaction. 3www.lucaleonardini.com 4
  5. 5. 4 customer-focused strategies Area #3 ICT CM: Content Management project to consolidate the company’s competitive margins. Advantages: - to reduce production and management costs, 4 CM - to reduce the time-to-market of all marketing and communication projects, - to optimize resources, - to share and to modify data with high efficiency, - to reduce production/delivery deadlines, - to improve the efficiency of communication, - to improve Customer satisfaction, - to improve web content distribution efficiency.www.lucaleonardini.com 5
  6. 6. 4 customer-focused strategies LSS: Lean Six Sigma to develop the culture of continuous improvement, to reduce and to Summary: eliminate any kind of waste, to improve the quality of products/services and to improve 1 Customer satisfaction. LSS BC: Brand Communication to study and to implement a communication strategy in which the Web is the main focus for any commercial and marketing activity, to open a direct communicaton channel with each Customer. 4 CM BC 2 JDF: Job Definition Format to improve global efficiency within the graphic company, to facilitate inter-departmental communication by connecting business and production areas within a single integrated workflow. JDF CM: Content Management to cut down production and management costs, to reduce production/delivery deadlines, to optimize resources and to improve global efficiency in 3 communication/marketing operations.www.lucaleonardini.com 6
  7. 7. 4 customer-focused strategies The common denominator of the 4 strategies: make sure that the Customer experience will always be outstanding by developing strategic projects in these 3 different company areas. 1 LSS Strategy & Management 4 CM BC 2 Communication Governance ICT JDFwww.lucaleonardini.com 3 7
  8. 8. Luca Leonardini Master in Lean Six Sigma &Brand Communication Expertwww.lucaleonardini.com