1. Turning Thought Into Action
Delivering the Right Customer Experience
2. Introductie: EarlyBridge
Experience shows that the success of an organization goes hand-in-hand with the degree to which they are
successful in acting in the best interests of their customers.
EarlyBridge (formerly Van de Laar /
Pothoven) advises and implements strategies
to improve customer contact in all channels,
thereby boosting business performance.
Because times like these require fast results,
EarlyBridge applies methods that deliver
tangible short-term improvements and
EarlyBridge offers you a welcome
combination of strategic long-term
consultancy and short-term, practical and
results-oriented business transformation.
3. Customer Journey Mapping:
Focus on the best interests of the customer
This methodology helps your organization to set up your processes from the customer‟s perspective. Customer
Journey Mapping can be used to improve existing processes or to launch new products and services.
What Customer Journey Mapping can do for your
• Fast, pragmatic and cost-efficient insights into
customer needs, customer processes and the
• Processes aligned and optimized from the
• Marketing objectives activated and processes
aligned with brand values.
• Insight into where you can realize cost-savings –
without jeopardizing performance.
• Pinpoint per channel concrete improvements to
4. Experience Based Training:
Mobilize your organization
Experience Based Training is an innovative performance improvement and training concept to translate marketing,
sales and service strategies into action.
What Experience Based Training can do for your
• Cost savings through more efficient and results-
oriented customer interaction
• Better sales results and marketing performance
thanks to customer-focused working
• Higher customer satisfaction and Net Promoter
Score by creating the right customer experience in
• Leverage inbound customer contacts for customer-
focused cross-selling (increases profits)
• Strengthen the customer relationship (reinforces
reputation and repeat sales)
• Greater loyalty to your brand by making good on
your brand promise in one-to-one interactions with
5. Sales Performance Scan:
Easier buying = easier selling
Unique about this insightful scan is that both sides of the sales/buying process are analyzed. First, the customer
perspective is analyzed to understand how easy it is to buy. Next, the processes, barriers and opportunities are
analyzed to understand what is stimulating and what is hindering sales. Both „outside-in‟ and „inside-out‟ are made
transparent. The results of both analyses are combined and translated into concrete improvements to drive sales.
What the Sales Performance Scan can do for your
• Barriers and levers are uncovered from both
the internal (salesperson) and external (buyer)
• You know which concrete improvements you
• You can begin immediately to realize extra sales
• A welcome spin-off of the Sales Performance
Scan is that it provides insight into unnecessary
– and thus avoidable – costs.
6. Service Performance Scan:
Fast, better service delivery at lower costs
Poor service delivery costs you customers. The Service Performance Scan gives you fast insight into where your
service processes can be improved. First, the customer‟s access to information and ability to get solutions to
their problems are analyzed - your service process from the customer‟s perspective. Thereafter your existing
service and fulfilment processes are screened. By combining the outcomes of both analyses, necessary
improvements are pinpointed that can increase customer satisfaction and/or reduce costs.
What the Service Performance Scan can do for your
• Barriers and levers are uncovered from both the
internal (your organization) and external (the
• You know which concrete improvements you
• You can begin immediately to improve your
service to customers
• You know where you can reduce costs and
7. Customer Experience Scan:
Knowing how your customers experience you
How do your customers experience their contact with your organization – really? In which channels is the
interaction satisfactory, where can it be improved? Are you missing opportunities? The comprehensive Customer
Experience Scan gives you the answer to these and other questions.
What the Customer Experience Scan can do for your
• Barriers and levers are highlighted from both
the internal (your organization) and external
(the customer) perspective
• You know where your opportunities lie and
which concrete improvements to prioritize
• You realize more targeted and efficient changes
and improvements to your customer processes
in order to align them better with the customer
• You know what you must do to eventually align
your customer processes with your brand
values and your company philosophy
8. Channel Proficiency Scan:
Better channel synergy
How does your mix of distribution and communication channels perform? And more important: how is the
synergy and alignment between channels? Is there consistency? Or does one channel undermine the performance
of another? The Channel Proficiency Scan gives you fast answers to these questions. So you know how “mature”
your channels are. And which steps you need to take per channel in order to realize fully-developed multi-
What the Channel Proficiency Scan can do for your
• You get fast insight into the performance per
channel (sales, satisfaction, and process
quality) and the channel interactions.
• You know exactly which concrete activities
are needed to enable your channels to work
together more effectively.
• You have better insight into channel-specific
activities as a step towards structural
9. How we do it:
Turning thought into action
The starting point for everything that EarlyBridge does is that effective customer contact is possible only when
the processes and the organizational behavior reinforce the marketing strategy and brand values of the company.
Depending on the issue at hand, a project can focus
• Organizational improvements in customer
Strategy processes or channels
& • Training and coaching
• Activation of the marketing strategy or
The strength of EarlyBridge is the ability to combine
the existing knowledge and talents in an
organization into a holistic approach to customer
contact, built from the customer perspective.
Channel We call it „turning thought into action‟. It‟s our way
Behaviour of activating and mobilizing the latent strengths in
employees your organization.
EarlyBridge does this step-by-step, using finely
scoped and measureable pilot projects. Broader
implementation follows proven success.
10. How EarlyBridge can help your organization to think from the
Analyze customer insights:
Learn to listen to the customer and transform the learning into
Develop customer journeys:
Pinpoint what the added value of the channel strategy is for the
Align the organization in the interests of the customer:
For organization-wide impact and breaking through the status quo.
Design a roadmap for the organization:
Guide the organization at all levels and activate the strategic
Execute practical, results-oriented pilots:
In order to test the roadmap and realize concrete results
Extract learning from pilots:
Leverage experience for broader implementation and visible results.
Achieve essential change in your organization:
So that beginning now employees work customer-focused from the
11. Over the founders
The strength of EarlyBridge sits in the chemistry between the two founders. Both specialists in multi-channel
customer interaction and customer experience management. And both driven by the same vision of –and
passion for –improving customer contact.
Kathy van de Laar
has worked in direct customer contact and CRM in the US and Europe for more than 20 years. She has extensive experience in
driving change for marketing, sales and service organizations for companies such as ABN AMRO, AT&T, BT Cellnet, FedEx, IBM,
Merck Medco, OHRA and Philips. She advises companies in customer strategy and translating strategy into practical
has more than 17 years experience in the financial sector including ABN AMRO Bank where he last served as Head of
Customer Experience & Innovation for direct channels. His expertise is in multi-channel customer interaction and the
integration of distribution channels.
12. Learn more about EarlyBridge
Every company has its own dynamics and challenges. We
welcome the opportunity to discuss how our products and
services can help you reach your objectives.
Call or mail for an appointment. We would be happy to
introduce ourselves and discuss your situation and needs.
1017 CC Amsterdam
T: +31 (0)20 – 715 5918
F: +31 (0)20 – 715 5941