The document discusses the importance of customer experience, highlighting statistics that show its impact on customer retention and willingness to pay more. It emphasizes a customer-centric approach to business strategy and marketing, leveraging experience and collaboration to drive success. Additionally, it outlines a structured process for developing and implementing effective marketing strategies, focusing on customer insights and engagement.

1. healthy business solutions

2. 82% of customers lapsed with a company due to a bad experience
79% talked to others about this negative experience
55% would pay 10% more if customer experience were better
49% would become customer again if customer experience improved
66% would spend more if customer service were better
Source: ©RightNow Technologies 2010

3. These days …
 The customer gives permission to be contacted
 Profit is NOT more important than People or Planet
 Customers seek experiences with brands,organizations, products
 Social media are booming
 Communication is OUT, conversation is IN

4.  We believe that growth is the destiny of a company or organization
 That’s why a distinctive business and strategy is the key to success
 Only with a sound market and marketing strategy a company or organization
can create value for itself and its customers
 Elica (italian for helix, propeller) helps you boost your plans and ideas to
the next level with the extra power you need to succeed
 We develop plans and programs with and for you specifically
 We share knowledge and experience and embed this in your organization
 We think customer-centric and therefor can work across sectors, both in
B2C as B2B, because that’s where our experience resides

5. As in sports, one needs 4 intrinsic factors to succeed…
Talent to listen, understand, collaborate
Passion and persistancy to succeed
Fit with experience and knowledge
Dedication (and sweat) to get the work done

6. Simply because you deserve the best
 We dive deeper and go the extra mile. We become one of your team and share
your dedication and commitment to succeed. We align the solutions with you and
your team to create commitment and engagement
 We want to finish… first because we hate losing. Our process-oriented approach
warrants success. And we share success. In fact, we embed it in your organization
to make sure you’ll benefit after we’ve left the building
 We know what we’re talking about because we have and share the experience
you need. We will tell you the truth as we experience it, even if you don’t like the
message. But in the end we will align and create one common view in the interest
of your company and its customers.
 We don’t give up because that’s simply not our style. We commit ourselves to
deliver healthy business solutions and really make things happen. Nothing less,
rather more.

7. Sound experience in marketing
 Willy Goddaert – over 20 years of marketing experience – has
worked in several positions in marketing and manages all
marketing mix elements in a demonstrable way. That’s why I
can extend your marketing power and bring your ideas and
ambitions to life.
 Specialties are situated in the field in brand building, team and process development
and creative marketing initiatives, with particular expertise in – and passion for -
marketing health and wellness and personal care products through healthcare
professionals. Philips Sonicare and Philips Avent are two striking examples of strong
brands I successfully managed in the Benelux.
 Follow us on:

8. A 3 step drive-train propels your business in the right direction
• The business idea
• The brand identity
Make it • Customer & consumer insights
clear • The purchase funnel
• Customer touchpoints: CEMenter©
• People and processes
• Brand DNA implementation
Make it
• Define market/marketing strategy
• Define objectives, tools & tactics,
real
timing, budget
Make it • Embed in marketing & sales process
happen • Install performance dashboard
• Define roles & responsibilities

9. MEDIC apporach to define marketing plan:
Mission & Objectives
 Evaluation and actualisation of the mission and vision
 Identifies strengths and weaknesses
Environmental Scan
 Maps opportunities and threaths
 Focusses on strategic markets and needs
Strategy Definition
 Defines and monitors marketing and sales objectives
 Defines strategies, tactics, programs and timing
Strategy Implementation
 Allocates sales and marketing budget
 Defines roles and responsibilities Control & Conform

10. Clarifying the purchase funnel identifies
opportunities to delight your customers
Awareness
Promise
Brand identity 2
Deliver Convince
Decide
Deliver
Customer Insights 2
Promise Use
Loyalty
Supporter
Purchase funnel Exceed
2
Delight
Advocate

11. Tracking and understanding customer experience is important
But it is difficult for companies to do
Map
the customer
& brand
The CEMenter tool deals with: Check Evaluate
Correct the
- Customer engagement Control touchpoints
- Employee engagement
- Monitoring customer experience
Improve Design
customer
experience & the
organization experience

12. Successfully design customer experience along touchpoints
and increase customer and employee engagement
Touchpoints are Touchpoints are about
 Human,  People
 Interactive or  Processes
 Static  Products

13. Want to know more about us and how we work?