Turning Thought Into ActionDelivering the Right Customer Experience
Introductie: EarlyBridgeExperience shows that the success of an organization goes hand-in-hand with the degree to which they aresuccessful in acting in the best interests of their customers.EarlyBridge (formerly Van de Laar /Pothoven) advises and implements strategiesto improve customer contact in all channels,thereby boosting business performance.Because times like these require fast results,EarlyBridge applies methods that delivertangible short-term improvements andresults.EarlyBridgeoffers you a welcomecombination of strategic long-termconsultancy and short-term, practical andresults-oriented business transformation.
Customer Journey Mapping:Focus on the best interests of the customerThis methodology helps your organization to set up your processes from the customer‟s perspective. CustomerJourney Mapping can be used to improve existing processes or to launch new products and services. What Customer Journey Mapping can do for your organization: • Fast, pragmatic and cost-efficient insights into customer needs, customer processes and the channel mix. • Processes aligned and optimized from the customer‟s perspective. • 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 strengthen performance.
Experience Based Training:Mobilize your organizationExperience 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 yourorganization:• 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 each channel• 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 customers
Sales Performance Scan:Easier buying = easier sellingUnique about this insightful scan is that both sides of the sales/buying process are analyzed. First, the customerperspective is analyzed to understand how easy it is to buy. Next, the processes, barriers and opportunities areanalyzed to understand what is stimulating and what is hindering sales. Both „outside-in‟ and „inside-out‟ are madetransparent. The results of both analyses are combined and translated into concrete improvements to drive sales. What the Sales Performance Scan can do for your organization: • Barriers and levers are uncovered from both the internal (salesperson) and external (buyer) perspective • You know which concrete improvements you can/must execute • 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.
Service Performance Scan:Fast, better service delivery at lower costsPoor service delivery costs you customers. The Service Performance Scan gives you fast insight into where yourservice processes can be improved. First, the customer‟s access to information and ability to get solutions totheir problems are analyzed - your service process from the customer‟s perspective. Thereafter your existingservice and fulfilment processes are screened. By combining the outcomes of both analyses, necessaryimprovements are pinpointed that can increase customer satisfaction and/or reduce costs.What the Service Performance Scan can do for yourorganization:• Barriers and levers are uncovered from both the internal (your organization) and external (the customer) perspective• You know which concrete improvements you can/must execute• You can begin immediately to improve your service to customers• You know where you can reduce costs and improve cost-to-serve
Customer Experience Scan:Knowing how your customers experience youHow do your customers experience their contact with your organization – really? In which channels is theinteraction satisfactory, where can it be improved? Are you missing opportunities? The comprehensive CustomerExperience Scan gives you the answer to these and other questions. What the Customer Experience Scan can do for your organization: • 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 needs • You know what you must do to eventually align your customer processes with your brand values and your company philosophy
Channel Proficiency Scan:Better channel synergyHow does your mix of distribution and communication channels perform? And more important: how is thesynergy and alignment between channels? Is there consistency? Or does one channel undermine the performanceof 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-channel processes. What the Channel Proficiency Scan can do for your organization: • 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 improvements.
How we do it:Turning thought into actionThe starting point for everything that EarlyBridge does is that effective customer contact is possible only whenthe 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 on: • Organizational improvements in customer Strategy processes or channels & • Training and coaching • Activation of the marketing strategy or Brand experience positioning 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. Process EarlyBridge does this step-by-step, using finely scoped and measureable pilot projects. Broader implementation follows proven success.
How EarlyBridge can help your organization to think from thecustomer perspective:Analyze customer insights:Learn to listen to the customer and transform the learning intostructural improvements.Develop customer journeys:Pinpoint what the added value of the channel strategy is for thecustomer.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 strategicframework.Execute practical, results-oriented pilots:In order to test the roadmap and realize concrete resultsExtract 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 thecustomer perspective.
Over the foundersThe strength of EarlyBridge sits in the chemistry between the two founders. Both specialists in multi-channelcustomer interaction and customer experience management. And both driven by the same vision of –andpassion for –improving customer contact.Kathy van de Laarhas worked in direct customer contact and CRM in the US and Europe for more than 20 years. She has extensive experience indriving 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 practicalimplementations.Christiaan Pothovenhas more than 17 years experience in the financial sector including ABN AMRO Bank where he last served as Head ofCustomer Experience & Innovation for direct channels. His expertise is in multi-channel customer interaction and theintegration of distribution channels.
Learn more about EarlyBridgeEvery company has its own dynamics and challenges. Wewelcome the opportunity to discuss how our products andservices can help you reach your objectives.Call or mail for an appointment. We would be happy tointroduce ourselves and discuss your situation and needs. EarlyBridgeBV Herengracht 518 1017 CC Amsterdam T: +31 (0)20 – 715 5918 F: +31 (0)20 – 715 5941 www.earlybridge.com www.ebtraining.nl E: email@example.com
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