Commercial Excellence
In recent years, many things have happened on the customer side. Several companies are improving their customer experiences, and some have successfully set new standards for excellent customer service. Nevertheless, the customer agenda is still lagging at many companies.
When companies investigate the reasons for a decline in customer loyalty, they often find that it is due to lower competitor prices, poor customer experiences or the omission of proactive support.
We want to change that. The customer agenda is not only “nice to have” but downright vital to gain success. Moreover, it must permeate the complete DNA of the organisation to create results noticeable on the bottom line.
Set direction for the customer agenda
At H&B, we have developed a customer concept that sets the direction and creates a common language for an excellent customer experience. The concept has been developed through a large number of projects and tested thoroughly in practice.
The customer concept consists of two main parts. The first part is the customer strategy, which acts as the guiding star. The second part is the foundation that makes it possible to ensure a viable and sustained effect of the customer experience.
We use the customer concept as the starting point for the situational analysis and as a launch pad for defining the ambition of the customer programme.