This document discusses the need for companies to adapt to changes in the competitive landscape by focusing on continuous improvement and listening to customer feedback. It notes that past success is no guarantee of future success and the key is being adaptable. The document suggests that companies regain control by taking step-by-step actions in the right direction, such as focusing on operational excellence and customer experience. It promotes an approach of perception and performance using tools that can help companies collect customer voice data to close the feedback loop and pave the path to future success.

1. Our conviction

2. Past success is no guarantee for future success

3. “It’s never the strongest that survives, nor the most intelligent,
but always the one that’s most adaptive to change.”
- Charles Darwin –

4. The ‘new reality’: a new competitive world
in which we face challenges from every angle

5. Where it is getting harder to find
new customers …

6. … and tougher to keep the existing ones

7. “Satisfied customers have no story to tell”
– Fred Lee -

8. |
slide 8
The key to success: expensive, risky innovation?

9. |
!
… or focus on continuous improvement?

10. |
How do we regain control?

11. Gamble?

12. … and hope everything will be fine?

13. Or moving step by step in the right direction?

14. “Adaptability is the new competitive advantage”
- Boston Consulting Group -

15. Performance:
operational excellence ‘(PDCA)’

16. Perception:
Driven by customer intimacy & customer experience

17. Which obstacles we encounter?

18. Who is the driving force in our management?

19. … can we convince the whole company?

20. … and the individual employee?

21. How to manage our ‘big data’?
… and take advance of it?

22. |slide 22
Maaltijden
And most important: what are the benefits?

23. Where do we start?

24. |
Suggestion: the customer (experience)?

25. Perception & Performance
is the new perspective

28. Ntrans®: complete tooling for your
Customer Experience Program

29. … puts you on the right track

30. |slide 30

31. Listen to the Voice of the Customer:
anytime, any place, anywhere

32. Closing the loop…
is the path to future success

33. Summary of BING Research
 >25 years experience in customer, employees and brand image survey
 High-end research consult with practical solutions
 Custom tooling that match with user needs (no standard product)
 In house Research Consultants, Project Coaches, Software Engineers
 Qualified Net Promoter® Certified Associates for your NPS® program