Aligning your seamless delivery of customer promises
Customer experience – Network thinking
Most of us have good customer experiences on a daily basis. We never wonder why something happens exactly as we expect it. Nor do we need to think about it. When you walk into your local super market the fresh milk always is where you expect it. Your switching between two energy providers happens without interrupting the electricity. Raw materials arrive at your factory just when you need them.
But what does it take you for your customers to have a seamless experience? Do you know how to best organize for client satisfaction without losing out on efficiency? Many organizations appreciate how difficult it can be to deliver maximum value to their customers, whilst achieving optimal efficiency across their network of physical, information and money flows. It usually is not easy to deliver what customers want, when they need it and how they expect it.
Organizing the best customer experience not only needs well designed processes and good communication. Anybody in the network shall also understand and be able to think beyond their own area of responsibility. It requires the ability to think outside-in from the end customer’s perspective; and the ability to observe, listen and understand cause-and-effect relationships.
SOLIDIFY can help you align your intra- or cross company network of people and activities to deliver the promised experience to your internal or external customer. We apply supply chain management techniques to help analyze the as-is situation and identify improvement areas. We also help your people think out-of-the-box, appreciate their own contribution and how it links to others.
How may SOLIDIFY help you?
- Customer centricity
- Outside-in thinking
- Consultative selling
- Value propositioning
- Network thinking
- Team collaboration
- Management games
- Business games
- Client decoupling point setting
- Supply chain blueprinting
- Value proposition development
- Value proposition health check
- Sales pursuit orchestration
- Team coaching
- Value stream mapping
- Organizational design
- Workshop & meeting facilitation
- Project management
- Supply chain management
- Business cases
- Talent programs
- Module & curriculum design