Four Strategies To Create Outstanding Customer Experience

Four Strategies To Create Outstanding Customer Experiencewww.lucaleonardini.com

Cross-functional relations Lean Six Sigma strategy to develop the culture of continuous improvement, to overview reduce and to eliminate any kind of waste, to improve the quality of products/services and to improve Customer satisfaction. 1 Brand Communication fostering a communication strategy where the LSS Customer is the main focus for any commercial and marketing activity and where the goal is to open a direct communicaton channel with each Customer.4 CM BC 2 Job Definition Format: a JDF strategy to improve global efficiency within the graphic company, to facilitate inter- departmental communication by connecting business and production areas JDF within a single integrated workflow. Content Management strategy to cut 3 down production and management costs, to reduce production/delivery deadlines, to optimize resources and to improve global efficiency in communication/marketing operations.www.lucaleonardini.com 2

Strategy & Management Area Lean Six Sigma: implement a Lean Six Sigma project to develop the new 1 culture of continuous improvement. LSS Advantages: - to reduce and to eliminate wastes, - to eliminate process variation, - to increase profit margins, - to have faster and shorter sales4 CM BC 2 cycles, - to improve flexibility, - to maximaze efficiency, - to optimize resources, - to optimize all processes (business/ JDF production), - to improve the quality of products/ services, 3 - to improve Customer satisfaction.www.lucaleonardini.com 3

Brand Communication area Brand Communication to enhance a new communication strategy. 1 Advantages: LSS - to communicate directly with customers, - to reduce marketing costs, - to ensure effective communication, - to increase efﬁciency,4 CM BC 2 - to improve Customer satisfaction. JDF 3www.lucaleonardini.com 4

ICT area - applicable only to Printing and Graphic Arts Job Definition Format: to develop a JDF project to create an integrated 1 workflow of all company areas. LSS Advantages: - to integrate information/data flow, - to speed up production and delivery, - to increase process efficiency, - to improve the quality of products/4 CM BC 2 services, - to ensure better communication, - to improve Customer satisfaction. JDF 3www.lucaleonardini.com 5

ICT area Content Management implement a project to consolidate the company’s 1 competitive margins. LSS Advantages: - to reduce production and management costs, - to reduce the time-to-market of marketing and communication4 CM BC 2 projects, - to optimize resources, - to share and to modify data efficiently, - to speed up production and delivery JDF deadlines, - to improve the efficiency of communication, 3 - to improve web content distribution efficiency, - to improve Customer satisfaction.www.lucaleonardini.com 6

4 strategies, 3 company areas, many cross-functional relations, ONE common denominator:PROVIDING OUTSTANDING CUSTOMER EXPERIENCE. ALWAYS! 1 LSS Strategy & Management4 CM BC 2 Brand Communication JDF ICT (only Graphic Arts) 3 ICT www.lucaleonardini.com 7

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Four Strategies To Create Outstanding Customer Experience

by Luca Leonardini

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