B-Case 2
•Download as PPT, PDF•
0 likes•731 views
The document discusses using voice of the customer (VoC) techniques to understand customer needs and improve processes. It recommends capturing VoC through existing contact center data, call monitoring, surveys, and focus groups. Customer needs can typically be categorized into desires for simplicity, speed, accessibility, pleasant experiences, and lower costs. Understanding key moments in customers' journeys and identifying opportunities to improve satisfaction at touchpoints is important for aligning processes with customer expectations.
Report
Share
Report
Share
![[object Object],[object Object],[object Object]](https://image.slidesharecdn.com/bcase2chsite-100126095120-phpapp02/85/B-Case-2-1-320.jpg)
![Classic VoC Approach The VoC concept has now 20 years but still remains a must do approach….especially in a recession Act on satisfaction through the customer journey Enhance CC processes & efficiency ,[object Object],VoC is also key for feedback on EXISTING products to identify pricing mismatch between needs and offers and refine segmentation Enhance pricing of existing products OBJECTIVE FUNCTION METHODS ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]](data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7)
Recommended
Fs Corporate Presentation
Chappuis Halder & Cie is an international consulting firm that provides financial services consulting. They have consultants working on major projects around the world in areas like mobile banking launches, stock exchange design, risk management strategies, and operational improvements. The firm ensures high consultant motivation and focuses on bringing practical business solutions and short-term impacts rather than long-term studies. They work closely with clients' teams and have consultants with prior experience working in banks and insurance companies.
Ch&Cie - Technology & Retail
Chappuis Halder & Cie is an international consulting firm focused on the transport/logistics, consumer retail/distribution, telecoms, and luxury goods sectors. They have conducted major strategic projects around the world for clients in these industries. Their consultants have industry experience and focus on knowledge management and research to provide additional value to customers. They emphasize stakeholder alignment, workshop participation, strong facilitation skills, agreement on next steps, short-term results, and quick operational deployment for project success.
E Q Nova Suzane
eQ Nova is a strategy consulting firm that helps clients address complex strategic questions and develop practical solutions to improve profitability and competitive advantage. It specializes in outsourcing, shared services, and offshoring consulting. eQ Nova combines management consulting with technology expertise and has deep industry and functional practice areas. It provides unbiased advice to help clients evaluate outsourcing and shared services options and develop sustainable solutions.
Why Your Customer HealthScore is Useless and How to Overcome It
Customer Health Score (CHS) is a common and helpful metric for Customer Success Managers (CSM). But, it is insufficient to address opportunities and challenges with your customers. Why? Because it focuses on the vendor-customer relationship and fails to assess the maturity of the customer in running their business.
This is why Ralf Wiggten and I recently coined the term Customer Maturity Index (CMI) and developed a methodology for its calculation. Combining CMI with CHS provides the clarity needed for effective playbooks to maximize both the customer’s success and yours from the relationship.
This presentation explores the short-comings of common Customer Health Scores, provides the case for Customer Maturity Index, details a suggested methodology for CMI development within a company and provides practical tools for such development.
Interpretation of regulatory rules and guidance for an international investme...
Interpretation of regulatory rules and guidance for an international investme...Compliance Consultant
A project designed to interpret regulatory rules and guidelines into a workable software package for a global investment bank.Making the Most of Your Kit: IR on a Shoestring & How to Stretch Your I...
Presented at the 2009 NIRI Southwest Regional Conference, this discusses how to maximize an agency to return measurable value in the IR program.
2017 Call Center Capabilities
WebTechCenter provides lead generation and inbound call center solutions to help organizations maximize their team's efforts to meet benchmarks, with over 400% increase in new business reported by one client. They offer an experienced team of sales representatives and customer service agents to generate qualified leads across various industries at an affordable cost while ensuring results. The company aims to form partnerships with clients by understanding their target consumers, delivering ROI through evolved campaigns, and providing customized reporting and payment options.
Summary Profile
This document provides an overview of neXgen Group's services, vision, value proposition, expertise, positioning, competencies, and credentials. neXgen Group provides advisory services to help clients extract business value from next generation technologies, including services strategy, technology strategy, business strategy, and go-to-market strategy. They have extensive experience in the Middle East market as well as international exposure, and serve private sector clients in industries like real estate, service providers, and government.
Recommended
Fs Corporate Presentation
Chappuis Halder & Cie is an international consulting firm that provides financial services consulting. They have consultants working on major projects around the world in areas like mobile banking launches, stock exchange design, risk management strategies, and operational improvements. The firm ensures high consultant motivation and focuses on bringing practical business solutions and short-term impacts rather than long-term studies. They work closely with clients' teams and have consultants with prior experience working in banks and insurance companies.
Ch&Cie - Technology & Retail
Chappuis Halder & Cie is an international consulting firm focused on the transport/logistics, consumer retail/distribution, telecoms, and luxury goods sectors. They have conducted major strategic projects around the world for clients in these industries. Their consultants have industry experience and focus on knowledge management and research to provide additional value to customers. They emphasize stakeholder alignment, workshop participation, strong facilitation skills, agreement on next steps, short-term results, and quick operational deployment for project success.
E Q Nova Suzane
eQ Nova is a strategy consulting firm that helps clients address complex strategic questions and develop practical solutions to improve profitability and competitive advantage. It specializes in outsourcing, shared services, and offshoring consulting. eQ Nova combines management consulting with technology expertise and has deep industry and functional practice areas. It provides unbiased advice to help clients evaluate outsourcing and shared services options and develop sustainable solutions.
Why Your Customer HealthScore is Useless and How to Overcome It
Customer Health Score (CHS) is a common and helpful metric for Customer Success Managers (CSM). But, it is insufficient to address opportunities and challenges with your customers. Why? Because it focuses on the vendor-customer relationship and fails to assess the maturity of the customer in running their business.
This is why Ralf Wiggten and I recently coined the term Customer Maturity Index (CMI) and developed a methodology for its calculation. Combining CMI with CHS provides the clarity needed for effective playbooks to maximize both the customer’s success and yours from the relationship.
This presentation explores the short-comings of common Customer Health Scores, provides the case for Customer Maturity Index, details a suggested methodology for CMI development within a company and provides practical tools for such development.
Interpretation of regulatory rules and guidance for an international investme...
Interpretation of regulatory rules and guidance for an international investme...Compliance Consultant
A project designed to interpret regulatory rules and guidelines into a workable software package for a global investment bank.Making the Most of Your Kit: IR on a Shoestring & How to Stretch Your I...
Presented at the 2009 NIRI Southwest Regional Conference, this discusses how to maximize an agency to return measurable value in the IR program.
2017 Call Center Capabilities
WebTechCenter provides lead generation and inbound call center solutions to help organizations maximize their team's efforts to meet benchmarks, with over 400% increase in new business reported by one client. They offer an experienced team of sales representatives and customer service agents to generate qualified leads across various industries at an affordable cost while ensuring results. The company aims to form partnerships with clients by understanding their target consumers, delivering ROI through evolved campaigns, and providing customized reporting and payment options.
Summary Profile
This document provides an overview of neXgen Group's services, vision, value proposition, expertise, positioning, competencies, and credentials. neXgen Group provides advisory services to help clients extract business value from next generation technologies, including services strategy, technology strategy, business strategy, and go-to-market strategy. They have extensive experience in the Middle East market as well as international exposure, and serve private sector clients in industries like real estate, service providers, and government.
Intellecta Consultants
Intellecta Consultants is a fast-growing staffing and recruitment firm in India with over 5 years of experience. They provide end-to-end recruitment and staffing solutions to clients across various industries. Their core methodology involves thoroughly understanding client requirements and culture to source and select the right candidates through a rigorous screening process. They aim to be a strategic long-term partner to clients by managing vendor relationships and providing compliant payroll processing and other HR services.
Sme consulting - Business Plan
This business plan document outlines the key steps to developing a successful business plan including: developing an idea, conducting external and internal scans using tools like SWOT analysis and Porter's Five Forces, determining objectives and strategies, and calculating costs and finances. It also provides summaries of various strategic planning and analysis tools like stakeholder analysis, network value analysis, quality function deployment, and competitive analysis that can be used to inform strategy formulation. Finally, it notes that proper strategy selection and implementation are critical success factors and offers business services like feasibility studies, marketing plans, and operations manuals.
Experts ace presentation 140719
Experts|Ace is an independent payment consultancy that provides insights across the payments ecosystem through advisory and consultancy services. It connects businesses to industry experts through phone or in-person consultations to drive insights and knowledge exchange. Experts|Ace consultants also work as an extended resource on payment projects, providing expertise in areas like market assessments, technology reviews, and supplier selection from acquiring, issuing, and other payment perspectives. The company aims to promote a payments expert economy through flexible, short-term or long-term consultative support.
Secrets of Customer Onboarding
The document discusses best practices for customer onboarding and loyalty. It recommends establishing key account planning as the first step, which involves tiering accounts and developing plans that include an overview of the client's business and goals. It also stresses the importance of understanding the client, consistently delivering results, and acting in the client's best interests. Additional tips include developing organizational competencies around areas like sales, service delivery, and operations. The document provides a framework for the customer onboarding process, breaking it into the proposal, onboarding, and relationship management phases. It emphasizes beginning onboarding activities like conflict checks during the sales process.
Maximizing returns from your Customer Experience program
How can organizations generate better financial returns from their customer experience programs? Also, how do you measure these returns? Here's a simple and effective approach to measuring ROI of Customer Experience
Audit ready-webinar
The document discusses why medical practices may be audited, the implications of an audit, how to prepare for an audit, and how to conduct internal audits. It notes that audits can occur due to irregularities, complaints, or lack of standards. Audits take time and resources and can result in return of payments, fines, or changes to referrals. To prepare, practices should submit clean, timely, and accurate claims and collect required information at appointments. Internal auditing involves developing an auditing tool, calculating an appropriate scope, performing regular audits, and understanding what funders will require.
Free Call Center Training | Call Center Best Practices
This document discusses best practices for call centers. It introduces a 4 step model for achieving excellence: 1) Measure key performance metrics, 2) Benchmark metrics and diagnose gaps against peers, 3) Prescribe actions to address gaps, and 4) Implement the action plan. Critical metrics include cost per contact, customer satisfaction, and agent utilization which are measured through ongoing benchmarking against a database of over 3,000 global call centers. World-class call centers implement best practices to provide superior customer experiences at lower costs.
Building out an RPO from Your Recruitment Agency
What are the opportunities and risks of setting up a Recruitment Process Outsourcing division as part of your recruitment agency? What is the market opportunity for new RPO businesses? What are the commercial and operational benefits? How should you think about structuring the new business unit? Discover the 4 key considerations that will determine success or failure.
Trisynergy Consulting Llc Services Overview
This document discusses the services offered by TriSynergy, an independent consulting firm that specializes in contact centers and customer relationship management. TriSynergy helps clients consolidate resources, improve technology and processes, enhance customer relationships and agent performance. Some past client results include saving $2 million in licensing costs, reducing abandon rates from 12% to 2%, and increasing customer satisfaction from the low 70s to mid 90s. The document promotes TriSynergy's expertise in assisting clients across various business areas and services such as contact center assessments, process improvement, strategy/planning, technology management and agent performance optimization.
SME Consulting - Marketing Analysis Tools
Marketing analytics tools helps you to evaluate your business objectives, and analyzing the marketing environment factors that have an impact on the organization.
Continuous Improvement - MEDDIC high impact solution overview
Summary of Continuous Improvements MEDDIC solution. Our workshops teach the MEDDIC qualification process and we provide a free mobile enabled app to facilitate engagement and inspection.
Client Onboarding PowerPoint Presentation Slides
This complete deck can be used to present to your team. It has PPT slides on various topics highlighting all the core areas of your business needs. This complete deck focuses on Client Onboarding PowerPoint Presentation Slides and has professionally designed templates with suitable visuals and appropriate content. This deck consists of total of fifty five slides. All the slides are completely customizable for your convenience. You can change the colour, text and font size of these templates. You can add or delete the content if needed. Get access to this professionally designed complete presentation by clicking the download button below. http://bit.ly/330FVzP
Reducing regulatory capital by instigating risk management system and operati...
Reducing regulatory capital by instigating risk management system and operati...Compliance Consultant
After assessing the risk management operation of a FTSE 100 company we soon identified that Operational Risk Management needed augmenting on their global risk framework. After 10 months work the savings were reflected in the reduction of regulatory capital requirements of over 18% (almost £100M).Making Your Call Center the Heart of Your Strategy
The document discusses aligning call centers with company brands and strategies. It argues that call centers are often not viewed as central to strategy but are important for customer service and relationships. The author shares their personal journey of reworking metrics and incentives to better align their company's call center. They discuss challenges for both large and small call centers and emphasize defining the call center's role and sharing data with other departments.
Building out an RPO business from your Recruitment Agency – opportunity or ri...
The document discusses the opportunity and risks of building out a recruitment process outsourcing (RPO) service from an existing recruitment agency. It examines the different types of RPO services, the growth opportunity in the RPO market, and the potential financial benefits of long-term recurring revenue and higher business valuation. However, it also cautions that launching an RPO service could distract from the core business, compromise client relationships, and cost money in the short-term. It provides four considerations for maximizing success: defining service accountability and differences from the core business; choosing the right RPO service type and scope; managing internal relationships between the RPO team and core business; and developing a growth strategy that recognizes the long sales cycle
Effective selling professional services
The document discusses effective selling for professional services. It outlines a marketing and sales process map, emphasizing the need for a clear vision. It discusses the importance of differentiation, positioning, and values. A high-level process map is presented covering marketing, sales management, account management, bid management, and enabling processes. Account management and bid management processes are described in more detail. The document concludes with contact details.
Next Advisors presentation
The presentation explains about the origins of Next Advisors, the plans, benefits and the differentiators of Next Advisors
SanfordFox Vdsp
The document outlines problems with traditional activity-based sales processes used by many startups, including low close rates, long sales cycles, and wasted resources. It then introduces an alternative value-driven sales process (VDSP) focused on qualifying perfect prospects, communicating solution value to decision makers, and continuously re-qualifying prospects. The VDSP aims to focus resources on high-probability deals in order to improve pipeline, close rates, and return on marketing investments.
Executive Summary
Companies engage Bridgepoint for a variety of interim projects and advisory services such as transaction support, IPO readiness, business process improvement, risk management, internal audits, ERP implementations, regulatory compliance, and interim staffing support. Bridgepoint provides these services using highly qualified professionals with specialized expertise across financial operations, information technology, and risk and compliance. They take a comprehensive, cross-functional approach tailored to each client's specific needs.
Technology & Retail Corporate Presentation
Chappuis Halder & Cie is a technology and retail consulting firm that provides strategic consulting services to major industrial and retail clients around the world. Some of their recent projects include launching a telecom operator in Cameroon, managing a $100 million IT outsourcing project in the US, and developing a transport infrastructure project in Dubai. The firm's consultants typically have backgrounds in banking and insurance and work closely with clients' teams to develop strategic plans while also conducting their own market research and studies to provide additional value.
B-Case 3
The document discusses customer loyalty challenges facing private banks. As asset under management decreases and acquisition costs rise, banks must focus on retaining existing customers. Customers now expect transparent reporting, online access, and low-risk, simple products. Distribution channels must be efficient and adapt to changing customer expectations in order to strengthen customer relationships and intimacy.
I Watch Presentation
The document provides an overview and introduction of the Apple Watch. It discusses the Watch's two case size options, its various collections including Sport, Watch and Edition. It describes key features such as messaging, phone calls, activity tracking and third-party apps. The Apple Watch runs on the Apple S1 chip and is capable of payments with Apple Pay, fitness tracking, and interacting with other Apple devices.
More Related Content
What's hot
Intellecta Consultants
Intellecta Consultants is a fast-growing staffing and recruitment firm in India with over 5 years of experience. They provide end-to-end recruitment and staffing solutions to clients across various industries. Their core methodology involves thoroughly understanding client requirements and culture to source and select the right candidates through a rigorous screening process. They aim to be a strategic long-term partner to clients by managing vendor relationships and providing compliant payroll processing and other HR services.
Sme consulting - Business Plan
This business plan document outlines the key steps to developing a successful business plan including: developing an idea, conducting external and internal scans using tools like SWOT analysis and Porter's Five Forces, determining objectives and strategies, and calculating costs and finances. It also provides summaries of various strategic planning and analysis tools like stakeholder analysis, network value analysis, quality function deployment, and competitive analysis that can be used to inform strategy formulation. Finally, it notes that proper strategy selection and implementation are critical success factors and offers business services like feasibility studies, marketing plans, and operations manuals.
Experts ace presentation 140719
Experts|Ace is an independent payment consultancy that provides insights across the payments ecosystem through advisory and consultancy services. It connects businesses to industry experts through phone or in-person consultations to drive insights and knowledge exchange. Experts|Ace consultants also work as an extended resource on payment projects, providing expertise in areas like market assessments, technology reviews, and supplier selection from acquiring, issuing, and other payment perspectives. The company aims to promote a payments expert economy through flexible, short-term or long-term consultative support.
Secrets of Customer Onboarding
The document discusses best practices for customer onboarding and loyalty. It recommends establishing key account planning as the first step, which involves tiering accounts and developing plans that include an overview of the client's business and goals. It also stresses the importance of understanding the client, consistently delivering results, and acting in the client's best interests. Additional tips include developing organizational competencies around areas like sales, service delivery, and operations. The document provides a framework for the customer onboarding process, breaking it into the proposal, onboarding, and relationship management phases. It emphasizes beginning onboarding activities like conflict checks during the sales process.
Maximizing returns from your Customer Experience program
How can organizations generate better financial returns from their customer experience programs? Also, how do you measure these returns? Here's a simple and effective approach to measuring ROI of Customer Experience
Audit ready-webinar
The document discusses why medical practices may be audited, the implications of an audit, how to prepare for an audit, and how to conduct internal audits. It notes that audits can occur due to irregularities, complaints, or lack of standards. Audits take time and resources and can result in return of payments, fines, or changes to referrals. To prepare, practices should submit clean, timely, and accurate claims and collect required information at appointments. Internal auditing involves developing an auditing tool, calculating an appropriate scope, performing regular audits, and understanding what funders will require.
Free Call Center Training | Call Center Best Practices
This document discusses best practices for call centers. It introduces a 4 step model for achieving excellence: 1) Measure key performance metrics, 2) Benchmark metrics and diagnose gaps against peers, 3) Prescribe actions to address gaps, and 4) Implement the action plan. Critical metrics include cost per contact, customer satisfaction, and agent utilization which are measured through ongoing benchmarking against a database of over 3,000 global call centers. World-class call centers implement best practices to provide superior customer experiences at lower costs.
Building out an RPO from Your Recruitment Agency
What are the opportunities and risks of setting up a Recruitment Process Outsourcing division as part of your recruitment agency? What is the market opportunity for new RPO businesses? What are the commercial and operational benefits? How should you think about structuring the new business unit? Discover the 4 key considerations that will determine success or failure.
Trisynergy Consulting Llc Services Overview
This document discusses the services offered by TriSynergy, an independent consulting firm that specializes in contact centers and customer relationship management. TriSynergy helps clients consolidate resources, improve technology and processes, enhance customer relationships and agent performance. Some past client results include saving $2 million in licensing costs, reducing abandon rates from 12% to 2%, and increasing customer satisfaction from the low 70s to mid 90s. The document promotes TriSynergy's expertise in assisting clients across various business areas and services such as contact center assessments, process improvement, strategy/planning, technology management and agent performance optimization.
SME Consulting - Marketing Analysis Tools
Marketing analytics tools helps you to evaluate your business objectives, and analyzing the marketing environment factors that have an impact on the organization.
Continuous Improvement - MEDDIC high impact solution overview
Summary of Continuous Improvements MEDDIC solution. Our workshops teach the MEDDIC qualification process and we provide a free mobile enabled app to facilitate engagement and inspection.
Client Onboarding PowerPoint Presentation Slides
This complete deck can be used to present to your team. It has PPT slides on various topics highlighting all the core areas of your business needs. This complete deck focuses on Client Onboarding PowerPoint Presentation Slides and has professionally designed templates with suitable visuals and appropriate content. This deck consists of total of fifty five slides. All the slides are completely customizable for your convenience. You can change the colour, text and font size of these templates. You can add or delete the content if needed. Get access to this professionally designed complete presentation by clicking the download button below. http://bit.ly/330FVzP
Reducing regulatory capital by instigating risk management system and operati...
Reducing regulatory capital by instigating risk management system and operati...Compliance Consultant
After assessing the risk management operation of a FTSE 100 company we soon identified that Operational Risk Management needed augmenting on their global risk framework. After 10 months work the savings were reflected in the reduction of regulatory capital requirements of over 18% (almost £100M).Making Your Call Center the Heart of Your Strategy
The document discusses aligning call centers with company brands and strategies. It argues that call centers are often not viewed as central to strategy but are important for customer service and relationships. The author shares their personal journey of reworking metrics and incentives to better align their company's call center. They discuss challenges for both large and small call centers and emphasize defining the call center's role and sharing data with other departments.
Building out an RPO business from your Recruitment Agency – opportunity or ri...
The document discusses the opportunity and risks of building out a recruitment process outsourcing (RPO) service from an existing recruitment agency. It examines the different types of RPO services, the growth opportunity in the RPO market, and the potential financial benefits of long-term recurring revenue and higher business valuation. However, it also cautions that launching an RPO service could distract from the core business, compromise client relationships, and cost money in the short-term. It provides four considerations for maximizing success: defining service accountability and differences from the core business; choosing the right RPO service type and scope; managing internal relationships between the RPO team and core business; and developing a growth strategy that recognizes the long sales cycle
Effective selling professional services
The document discusses effective selling for professional services. It outlines a marketing and sales process map, emphasizing the need for a clear vision. It discusses the importance of differentiation, positioning, and values. A high-level process map is presented covering marketing, sales management, account management, bid management, and enabling processes. Account management and bid management processes are described in more detail. The document concludes with contact details.
Next Advisors presentation
The presentation explains about the origins of Next Advisors, the plans, benefits and the differentiators of Next Advisors
SanfordFox Vdsp
The document outlines problems with traditional activity-based sales processes used by many startups, including low close rates, long sales cycles, and wasted resources. It then introduces an alternative value-driven sales process (VDSP) focused on qualifying perfect prospects, communicating solution value to decision makers, and continuously re-qualifying prospects. The VDSP aims to focus resources on high-probability deals in order to improve pipeline, close rates, and return on marketing investments.
Executive Summary
Companies engage Bridgepoint for a variety of interim projects and advisory services such as transaction support, IPO readiness, business process improvement, risk management, internal audits, ERP implementations, regulatory compliance, and interim staffing support. Bridgepoint provides these services using highly qualified professionals with specialized expertise across financial operations, information technology, and risk and compliance. They take a comprehensive, cross-functional approach tailored to each client's specific needs.
What's hot (19)
Maximizing returns from your Customer Experience program
Maximizing returns from your Customer Experience program
Free Call Center Training | Call Center Best Practices
Free Call Center Training | Call Center Best Practices
Continuous Improvement - MEDDIC high impact solution overview
Continuous Improvement - MEDDIC high impact solution overview
Reducing regulatory capital by instigating risk management system and operati...
Reducing regulatory capital by instigating risk management system and operati...
Making Your Call Center the Heart of Your Strategy
Making Your Call Center the Heart of Your Strategy
Building out an RPO business from your Recruitment Agency – opportunity or ri...
Building out an RPO business from your Recruitment Agency – opportunity or ri...
Viewers also liked
Technology & Retail Corporate Presentation
Chappuis Halder & Cie is a technology and retail consulting firm that provides strategic consulting services to major industrial and retail clients around the world. Some of their recent projects include launching a telecom operator in Cameroon, managing a $100 million IT outsourcing project in the US, and developing a transport infrastructure project in Dubai. The firm's consultants typically have backgrounds in banking and insurance and work closely with clients' teams to develop strategic plans while also conducting their own market research and studies to provide additional value.
B-Case 3
The document discusses customer loyalty challenges facing private banks. As asset under management decreases and acquisition costs rise, banks must focus on retaining existing customers. Customers now expect transparent reporting, online access, and low-risk, simple products. Distribution channels must be efficient and adapt to changing customer expectations in order to strengthen customer relationships and intimacy.
I Watch Presentation
The document provides an overview and introduction of the Apple Watch. It discusses the Watch's two case size options, its various collections including Sport, Watch and Edition. It describes key features such as messaging, phone calls, activity tracking and third-party apps. The Apple Watch runs on the Apple S1 chip and is capable of payments with Apple Pay, fitness tracking, and interacting with other Apple devices.
Ch&Cie - Financial Services
Chappuis Halder & Cie is an international consulting firm with experience in major financial services projects around the world. They focus on improvement and turnkey business solutions with short-term deployment and results. Their consultants are experienced professionals who are passionate about their work and focused on bringing value to customers in sectors like retail banking, insurance, trading, and corporate/investment banking. They work closely with clients' teams to deliver consulting projects across all activities of investment banking.
Apple Watch
Apple Watch represents a new chapter in how people interact with technology as the first product designed to be worn. It tells time, allows communication through messages and calls, tracks physical activity and health data, and offers features like Apple Pay. While the first generation has limitations, Apple plans to enhance it in the future with more sensors, processing power, and independence from the iPhone to position it as a personal health assistant on the wrist.
B-Case 1
The global corporate and investment banks are gradually shifting towards a client and flow trading business model away from more complex products due to weaker macroeconomic conditions, continued market volatility, and shifts in client demand. Current strategies can involve gradually focusing on more liquid products, reducing capacity in complex products and structured businesses, or exiting certain proprietary trading operations. Key workstreams to enable this transition include client contribution, collateral management, prime brokerage and clearing, and enhancing client services. Providing outstanding client services is seen as key to retaining corporate clients and gaining asset manager clients in the new flow trading business model.
B-Case 4
The document discusses strategies for small luxury brands to succeed in large but low-profit sectors like fashion and perfume. It proposes assessing brands based on their positioning, regional branding, key industry success factors, and cost structure. Small brands are categorized into four groups defined by their brand image relevance and product sophistication: authentic luxury, enthusiasm luxury, showplace luxury, and bridge luxury. The document advocates reversing the traditional market maker approach to instead focus on a more customer-centric strategy for smaller brands.
How a Takeoff in Advanced Robotics Will Power the Next Productivity Surge
Robotics are quickly approaching an inflection point in usage and are being adopted in new industries. This deck highlights key findings from BCG's research the shifting economics of global manufacturing and the role that advanced robotics will play.
Viewers also liked (8)
How a Takeoff in Advanced Robotics Will Power the Next Productivity Surge
How a Takeoff in Advanced Robotics Will Power the Next Productivity Surge
Similar to B-Case 2
Tooling Around a Journey Map: A Real-World Case Study on Northern Tool & Eq...
This document discusses journey mapping conducted by Northern Tool + Equipment to better understand their customers' experiences. It defines journey mapping and describes Northern Tool's mapping process. The mapping revealed opportunities like improving cross-channel customer experiences and consolidating customer data. It emphasizes using journey maps to align customer experience strategies across channels and provide frontline employees with better customer support tools.
WAW Houston presentation- Sunny Taj
Web analytics is the measurement and analysis of website data to understand user behavior and optimize the site. It helps businesses better understand their online customers, identify prospects, improve communications and increase conversions. Key aspects of web analytics include measuring user traffic sources and behavior, setting goals and key performance indicators, segmenting users, and presenting findings and recommendations to stakeholders.
Micro Strategies for Member Events
All too often associations build events with a large overall strategy and theme, failing to capture the many small factors, details, and nuances that make up the overall experience. Determine why overarching themes fall short and why key details are missed. Uncover the path to successful association events by experiencing the details, no matter how small, through the eyes of the member. Come prepared to be enlightened and challenged; you will never look at your events the same way again!
Let the service revolution begin
The document discusses the need for a "service revolution" to improve customer service. It notes that 95% of dissatisfied customers will never complain and 90% will never return due to a negative service experience. Poor service costs companies billions annually in lost revenue. The top three reasons for customer defection are feeling unrecognized, unhelpful staff, and ineffective call centers. It advocates capturing customer feedback through "voice of the customer" programs to understand expectations and drive continuous improvement. When service meets expectations based on real-time feedback, it can increase customer and employee retention while differentiating companies in the marketplace.
Customer journey map
The document discusses customer journey mapping. It begins by noting that today's customers actively engage through multiple channels and quickly switch loyalty. Old marketing rules no longer apply as customers evaluate options non-linearly. A customer journey map diagrams the steps a customer takes when engaging with a company across touchpoints. It shows the customer experience, where to improve, and how customers feel at each interaction point. The document then outlines the components and creation process for a customer journey map, including defining phases, events, touchpoints, and mapping the customer's emotional journey and pain points.
What the customer wants you to know
The document discusses the importance of understanding customers and being customer-centric. It provides information on customer needs, wants, buying behaviors, and factors that influence purchasing decisions. It emphasizes that customers should be the top priority and that businesses need to truly understand their customers in order to meet and exceed their expectations.
Exploring The Omnichannel Commerce Experience
Are your competitors beating you in the Omni-channel race?
Many companies worry about creating "New and improved" customer experiences by expanding into channels they know nothing about. Not only can this become a huge money pit, but it can also distract you from the more important race: reaching your target customers.
Niche Market & Customer Involvement GRADED (KFF), Sharif, Wk 3 - MKT-431
This document discusses shifts needed in marketing approaches from product-focused to experience-focused, promotion to community engagement, price to personalized value, and place to convenience. It proposes gathering customer insights through incentivized surveys at current stores and low-cost surveys near potential new locations. The document recommends communicating customer insights on bulletin boards and digital screens to build trust. It analyzes potential target markets of Walnut Creek and La Jolla, CA and concludes that products, prices, store layouts, and customer interest areas may change based on gathered insights.
Jm voc 12 jan 17 ver1.0
The document provides an overview of using the voice of the customer (VOC) to develop a customer-centric organization. It discusses key aspects of an effective VOC program including capturing customer feedback through various techniques, analyzing trends and drivers of satisfaction, and taking action and monitoring impact.
Examples are provided of how VOC can be used, including a telecom company that addressed billing complaints by inviting employee feedback on customer problems and taking corrective actions like advisory notices and rate changes to build trust. Harnessing customer and employee feedback through various touchpoints and recognizing contributions are emphasized as ways to continuously improve through VOC insights.
Listen to your customers whitepaper
Listen to your customers, but how do you do this and what are the benefits. Is it expensive and time consuming? Here are some answers and examples.
ELEC-6_CUSTOMER-ANALYTICS_MODULE-3.pdf
The document is a module for a course on customer analytics. It covers lessons on mapping the customer journey, determining brand awareness and attitudes. It discusses topics like defining the customer journey, creating customer journey maps, measuring aided and unaided brand awareness, and measuring brand attitudes. The module provides learning materials and outlines activities for students to understand customer analytics concepts and measurement techniques.
Approaches to journey mapping cxpa 2106
There are many approaches to Customer Journey Mapping, just as there are many different company cultures looking to use this valuable tool to improve their customer experience. We presented this content at the 2016 CXPA Members Insight Exchange.
Practical approach to customer experience
During 13 years of work in the customer industry I adopted my own method of building world class customer experience. No re-inventing the wheel, just flushing out focus on the existing.
What Healthcare Providers Must Know About Consumerism, Access, & Engagement
What Healthcare Providers Must Know About Consumerism, Access, & EngagementIBM Global Healthcare Consumerism Leader
The document discusses opportunities to improve the patient experience for accessing healthcare. It notes that patients now expect seamless, on-demand access across any channel based on experiences with other industries. However, most healthcare organizations still focus primarily on phone-based access and measure success based on call metrics rather than the patient perspective. The document advocates designing access with a patient-centered, omni-channel approach to provide a consistent experience across online, mobile, phone and social media channels. This would better meet evolving patient expectations for convenient, on-demand access to information and services.website design book.pdf
Best-in-class companies build customer loyalty by creating a customer-centric culture and by consistently exceeding customer expectations. They understand that customer loyalty is not just about offering competitive prices and products; it's also about building relationships with customers and making them feel valued.
Putting customer experience at the heart of your digital transformation
Customer Experience is a key differentiator – globally, 81% of consumers are willing to pay more for a better experience [Capgemini]. Learn about the changing customer environment, how to go about creating a customer experience-led approach and the benefits it will bring!
#bluecruxtalks in June: Your journey towards a Customer Centric Supply Chain
This is the full slide deck of our #bluecruxtalks session of June (18 June 2020, 3PM CET-9AM EST), presented by bluecrux.
Customer service principles is a necessary module for every student
At the end of this section candidates should be able to:
• Describe customer service.
• Explain why customer service is important to the
success of every organisation.
• Identify who their customers are.
• Identify the drawbacks of poor customer service.
• Explain how to promote good service.
• Demonstrate an understanding of customer
service needs and expectations.
Indicative content
1.1 Outline knowledge of basic principles - maintaining
good customer service at all times; treating all
customers with respect; identifying and meeting
customer needs; providing the service expected by
the company.
1.2 Understanding why customer service is important to
the company and to you – it helps to make the
organisation successful, generates repeat business,
assists profit and growth.
1.3 Identifying external and internal customers and their
importance to the organisation.
1.4 Appreciate the drawbacks of not serving internal and
external customers effectively, e.g. poor reputation,
loss of business, loss of profit, loss of jobs.
Customer service principles is a necessary module for every student
Customer service is very important to an organisation regardless of the nature of the business they are in. Superior customer service will guarantee continued business through repeat purchases as well as references by satisfied customers. Many organisations offer similar products and differentiation will only be possible by varying service levels against competitors. Good customer service builds from understanding the customer, communicating effectively at different situations and be able to sell the organisation’s product effectively and efficiently. Skills for good customer service are built in this module and the role of quality assurance and employee resourcing for customer service is explored.
Aims and Objectives of this Module
This module enables students to gain understanding on how superior customer service contributes to the overall performance organisations. On successfully completing this module, the learners will be able to:
• Understand the importance of customer service to the overall marketing effort of an organisation.
• Know the service skills required to meet the requirements of the customers’ needs
• Understand the need for setting quality standards for customer service level.
• Explain the effect of employee resourcing to service provision.
• Understand how organisations vary customer service to match individual needs
The above objectives will be addressed by the LOs. targeting the following skills below:
• Knowledge and Understanding
• Intellectual Skills
• Professional Skills
• General and transferable Skills
Create a Great Customer Experience
The document discusses creating a great customer experience during the loan implementation process. It emphasizes that the implementation stage is when customers see how their loan application is handled and their experience is put to the test. It provides tips for creating a strong customer experience strategy, including understanding customer preferences, defining touchpoints in the customer journey, ensuring consistency, gathering feedback, and leveraging technology to improve communication.
Similar to B-Case 2 (20)
Tooling Around a Journey Map: A Real-World Case Study on Northern Tool & Eq...
Tooling Around a Journey Map: A Real-World Case Study on Northern Tool & Eq...
Niche Market & Customer Involvement GRADED (KFF), Sharif, Wk 3 - MKT-431
Niche Market & Customer Involvement GRADED (KFF), Sharif, Wk 3 - MKT-431
What Healthcare Providers Must Know About Consumerism, Access, & Engagement
What Healthcare Providers Must Know About Consumerism, Access, & Engagement
Putting customer experience at the heart of your digital transformation
Putting customer experience at the heart of your digital transformation
#bluecruxtalks in June: Your journey towards a Customer Centric Supply Chain
#bluecruxtalks in June: Your journey towards a Customer Centric Supply Chain
Customer service principles is a necessary module for every student
Customer service principles is a necessary module for every student
Customer service principles is a necessary module for every student
Customer service principles is a necessary module for every student
Recently uploaded
Kalyan chart 6366249026 India satta Matta Matka 143 jodi fix
Kalyan chart 6366249026 India satta Matta Matka 143 jodi fixsatta Matta matka 143 Kalyan chart jodi 6366249026
63662490260Kalyan chart, satta matta matka 143, satta matka jodi fix , matka boss OTC 420, Indian Satta, India matka, matka ank, spbossmatka, online satta matka game play, live satta matka results, fix fix fix satta namber, free satta matka games, Kalyan matka jodi chart, Kalyan weekly final anl matka 420IMG_20240615_091110.pdf dpboss guessing
Satta matka fixx jodi panna all market dpboss matka guessing fixx panna jodi kalyan and all market game liss cover now 420 matka office mumbai maharashtra india fixx jodi panna
Call me 9040963354
WhatsApp 9040963354
Call 8867766396 Dpboss Matka Guessing Satta Matta Matka Kalyan Chart Indian M...
Dpboss Matka Guessing Satta Matta Matka Kalyan Chart Indian Matka
Satta Matka Dpboss Kalyan Matka Results Kalyan Chart
SATTA MATKA DPBOSS KALYAN MATKA RESULTS KALYAN CHART KALYAN MATKA MATKA RESULT KALYAN MATKA TIPS SATTA MATKA MATKA COM MATKA PANA JODI TODAY BATTA SATKA MATKA PATTI JODI NUMBER MATKA RESULTS MATKA CHART MATKA JODI SATTA COM INDIA SATTA MATKA MATKA TIPS MATKA WAPKA ALL MATKA RESULT LIVE ONLINE MATKA RESULT KALYAN MATKA RESULT DPBOSS MATKA 143 MAIN MATKA KALYAN MATKA RESULTS KALYAN CHART
Dpboss Matka Guessing Satta Matta Matka Kalyan Chart Indian Matka
Dpboss Matka Guessing Satta Matta Matka Kalyan Chart Indian Matka➒➌➎➏➑➐➋➑➐➐Dpboss Matka Guessing Satta Matka Kalyan Chart Indian Matka
9356872877Sattamatka.satta.matka.satta matka.kalyan weekly chart.kalyan chart.kalyan jodi chart.kalyan penal chart.kalyan today.kalyan open.fix satta.fix fix fix Satta matka nambar.High-Quality IPTV Monthly Subscription for $15
Experience high-quality entertainment with our IPTV monthly subscription for just $15. Access a vast array of live TV channels, movies, and on-demand shows with crystal-clear streaming. Our reliable service ensures smooth, uninterrupted viewing at an unbeatable price. Perfect for those seeking premium content without breaking the bank. Start streaming today!
https://rb.gy/f409dk
Satta Matka Dpboss Kalyan Matka Results Kalyan Chart
SATTA MATKA DPBOSS KALYAN MATKA RESULTS KALYAN CHART KALYAN MATKA MATKA RESULT KALYAN MATKA TIPS SATTA MATKA MATKA COM MATKA PANA JODI TODAY BATTA SATKA MATKA PATTI JODI NUMBER MATKA RESULTS MATKA CHART MATKA JODI SATTA COM INDIA SATTA MATKA MATKA TIPS MATKA WAPKA ALL MATKA RESULT LIVE ONLINE MATKA RESULT KALYAN MATKA RESULT DPBOSS MATKA 143 MAIN MATKA KALYAN MATKA RESULTS KALYAN CHART
State of D2C in India: A Logistics Update
The report *State of D2C in India: A Logistics Update* talks about the evolving dynamics of the d2C landscape with a particular focus on how brands navigate the complexities of logistics. Third Party Logistics enablers emerge indispensable partners in facilitating the growth journey of D2C brands, offering cost-effective solutions tailored to their specific needs. As D2C brands continue to expand, they encounter heightened operational complexities with logistics standing out as a significant challenge. Logistics not only represents a substantial cost component for the brands but also directly influences the customer experience. Establishing efficient logistics operations while keeping costs low is therefore a crucial objective for brands. The report highlights how 3PLs are meeting the rising demands of D2C brands, supporting their expansion both online and offline, and paving the way for sustainable, scalable growth in this fast-paced market.
一比一原版(QMUE毕业证书)英国爱丁堡玛格丽特女王大学毕业证文凭如何办理
永久可查学历认证【微信：A575476】【(QMUE毕业证书)英国爱丁堡玛格丽特女王大学毕业证成绩单Offer】【微信：A575476】（留信学历认证永久存档查询）采用学校原版纸张、特殊工艺完全按照原版一比一制作（包括：隐形水印，阴影底纹，钢印LOGO烫金烫银，LOGO烫金烫银复合重叠，文字图案浮雕，激光镭射，紫外荧光，温感，复印防伪）行业标杆！精益求精，诚心合作，真诚制作！多年品质 ,按需精细制作，24小时接单,全套进口原装设备，十五年致力于帮助留学生解决难题，业务范围有加拿大、英国、澳洲、韩国、美国、新加坡，新西兰等学历材料，包您满意。
【业务选择办理准则】
一、工作未确定，回国需先给父母、亲戚朋友看下文凭的情况，办理一份就读学校的毕业证【微信：A575476】文凭即可
二、回国进私企、外企、自己做生意的情况，这些单位是不查询毕业证真伪的，而且国内没有渠道去查询国外文凭的真假，也不需要提供真实教育部认证。鉴于此，办理一份毕业证【微信：A575476】即可
三、进国企，银行，事业单位，考公务员等等，这些单位是必需要提供真实教育部认证的，办理教育部认证所需资料众多且烦琐，所有材料您都必须提供原件，我们凭借丰富的经验，快捷的绿色通道帮您快速整合材料，让您少走弯路。
留信网认证的作用:
1:该专业认证可证明留学生真实身份
2:同时对留学生所学专业登记给予评定
3:国家专业人才认证中心颁发入库证书
4:这个认证书并且可以归档倒地方
5:凡事获得留信网入网的信息将会逐步更新到个人身份内，将在公安局网内查询个人身份证信息后，同步读取人才网入库信息
6:个人职称评审加20分
7:个人信誉贷款加10分
8:在国家人才网主办的国家网络招聘大会中纳入资料，供国家高端企业选择人才
→ 【关于价格问题（保证一手价格）
我们所定的价格是非常合理的，而且我们现在做得单子大多数都是代理和回头客户介绍的所以一般现在有新的单子 我给客户的都是第一手的代理价格，因为我想坦诚对待大家 不想跟大家在价格方面浪费时间
对于老客户或者被老客户介绍过来的朋友，我们都会适当给一些优惠。
选择实体注册公司办理，更放心，更安全！我们的承诺：可来公司面谈，可签订合同，会陪同客户一起到教育部认证窗口递交认证材料，客户在教育部官方认证查询网站查询到认证通过结果后付款，不成功不收费！
❽❽❻❼❼❻❻❸❾❻ DPBOSS NET SPBOSS SATTA MATKA RESULT KALYAN MATKA GUESSING FREE KA...
DPBOSS NET SPBOSS SATTA MATKA RESULT KALYAN MATKA GUESSING FREE KALYAN FIX JODI ANK LEAK FIX GAME BY DP BOSS MATKA SATTA NUMBER TODAY LUCKY NUMBER FREE TIPS ...
AI Transformation Playbook: Thinking AI-First for Your Business
I dive into how businesses can stay competitive by integrating AI into their core processes. From identifying the right approach to building collaborative teams and recognizing common pitfalls, this guide has got you covered. AI transformation is a journey, and this playbook is here to help you navigate it successfully.
Kirill Klip GEM Royalty TNR Gold Copper Presentation
Tesla Energy rEVolution And The Golden Age For Copper: Kirill Klip GEM Royalty TNR Gold Copper Presentation
Dpboss Matka Guessing Satta Matta Matka Kalyan panel Chart Indian Matka Dpbos...
Dpboss Matka Guessing Satta Matta Matka Kalyan panel Chart Indian Matka Dpbos...➒➌➎➏➑➐➋➑➐➐Dpboss Matka Guessing Satta Matka Kalyan Chart Indian Matka
Sattamatka.satta.matka.satta matka.kalyan weekly chart.kalyan chart.kalyan jodi chart.kalyan penal chart.kalyan today.kalyan open.fix satta.fix fix fix Satta matka nambarSatta Matka Dpboss Kalyan Matka Results Kalyan Chart
SATTA MATKA DPBOSS KALYAN MATKA RESULTS KALYAN CHART KALYAN MATKA MATKA RESULT KALYAN MATKA TIPS SATTA MATKA MATKA COM MATKA PANA JODI TODAY BATTA SATKA MATKA PATTI JODI NUMBER MATKA RESULTS MATKA CHART MATKA JODI SATTA COM INDIA SATTA MATKA MATKA TIPS MATKA WAPKA ALL MATKA RESULT LIVE ONLINE MATKA RESULT KALYAN MATKA RESULT DPBOSS MATKA 143 MAIN MATKA KALYAN MATKA RESULTS KALYAN CHART
Satta Matka Dpboss Kalyan Matka Results Kalyan Chart
SATTA MATKA DPBOSS KALYAN MATKA RESULTS KALYAN MATKA MATKA RESULT KALYAN MATKA TIPS SATTA MATKA MATKA COM MATKA PANA JODI TODAY BATTA SATKA MATKA PATTI JODI NUMBER MATKA RESULTS MATKA CHART MATKA JODI SATTA COM INDIA SATTA MATKA MATKA TIPS MATKA WAPKA ALL MATKA RESULT LIVE ONLINE MATKA RESULT KALYAN MATKA RESULT DPBOSS MATKA 143 MAIN MATKA KALYAN MATKA RESULTS KALYAN CHART KALYAN CHART
Satta Matka Dpboss Kalyan Matka Results Kalyan Chart
SATTA MATKA DPBOSS KALYAN MATKA RESULTS KALYAN CHART KALYAN MATKA MATKA RESULT KALYAN MATKA TIPS SATTA MATKA MATKA COM MATKA PANA JODI TODAY BATTA SATKA MATKA PATTI JODI NUMBER MATKA RESULTS MATKA CHART MATKA JODI SATTA COM INDIA SATTA MATKA MATKA TIPS MATKA WAPKA ALL MATKA RESULT LIVE ONLINE MATKA RESULT KALYAN MATKA RESULT DPBOSS MATKA 143 MAIN MATKA KALYAN MATKA RESULTS KALYAN CHART INDIA MATKA KALYAN SATTA MATKA 420 INDIAN MATKA SATTA KING MATKA FIX JODI FIX FIX FIX SATTA NAMBAR MATKA INDIA SATTA BATTA
Adani Group's Active Interest In Increasing Its Presence in the Cement Manufa...
Time and again, the business group has taken up new business ventures, each of which has allowed it to expand its horizons further and reach new heights. Even amidst the Adani CBI Investigation, the firm has always focused on improving its cement business.
Recently uploaded (20)
Kalyan chart 6366249026 India satta Matta Matka 143 jodi fix
Kalyan chart 6366249026 India satta Matta Matka 143 jodi fix
Call 8867766396 Dpboss Matka Guessing Satta Matta Matka Kalyan Chart Indian M...
Call 8867766396 Dpboss Matka Guessing Satta Matta Matka Kalyan Chart Indian M...
Satta Matka Dpboss Kalyan Matka Results Kalyan Chart
Satta Matka Dpboss Kalyan Matka Results Kalyan Chart
Dpboss Matka Guessing Satta Matta Matka Kalyan Chart Indian Matka
Dpboss Matka Guessing Satta Matta Matka Kalyan Chart Indian Matka
Satta Matka Dpboss Kalyan Matka Results Kalyan Chart
Satta Matka Dpboss Kalyan Matka Results Kalyan Chart
❽❽❻❼❼❻❻❸❾❻ DPBOSS NET SPBOSS SATTA MATKA RESULT KALYAN MATKA GUESSING FREE KA...
❽❽❻❼❼❻❻❸❾❻ DPBOSS NET SPBOSS SATTA MATKA RESULT KALYAN MATKA GUESSING FREE KA...
AI Transformation Playbook: Thinking AI-First for Your Business
AI Transformation Playbook: Thinking AI-First for Your Business
Kirill Klip GEM Royalty TNR Gold Copper Presentation
Kirill Klip GEM Royalty TNR Gold Copper Presentation
Dpboss Matka Guessing Satta Matta Matka Kalyan panel Chart Indian Matka Dpbos...
Dpboss Matka Guessing Satta Matta Matka Kalyan panel Chart Indian Matka Dpbos...
Satta Matka Dpboss Kalyan Matka Results Kalyan Chart
Satta Matka Dpboss Kalyan Matka Results Kalyan Chart
Satta Matka Dpboss Kalyan Matka Results Kalyan Chart
Satta Matka Dpboss Kalyan Matka Results Kalyan Chart
Satta Matka Dpboss Kalyan Matka Results Kalyan Chart
Satta Matka Dpboss Kalyan Matka Results Kalyan Chart
Adani Group's Active Interest In Increasing Its Presence in the Cement Manufa...
Adani Group's Active Interest In Increasing Its Presence in the Cement Manufa...