Making your Company truly customer centric

 

Set the right foundation – Elevate your customer experience – Thrive in your industry

 

How customer centric are you today?

IMPLEMENTING THE RIGHT CX PROGRAM IS DIFFICULT…
…AND NO ONE GAVE YOU THE KEYS TO SUCCESS

You don’t have enough time to learn about all CX concepts.

You don’t know how to adapt those concepts to your organisation.

You don’t know where to start on your journey to customer centricity.

You are afraid that you won’t have an impact on your organisation.

WHAT IF SOMEONE COULD GUIDE YOU ALONG YOUR JOURNEY?

How would you feel if you could rely on a partner to guide you all along your journey to customer centricity?

What would your impact be on your organisation?

I can be the partner you need. 

Together, we can create and implement a step-by-step CX program that will fit the unique characteristics of your business.

And while it might be tempting to sit back and wait for the results while I do it for you, I am a big believer in the power of teamwork and collaboration. Why? Because by working together we can combine the accumulated knowledge of both parties, your insights on the ins and outs of your company and my CX expertise, bringing better, faster results in the most cost-effective way. 

Not only will you and your organization see faster results, I will make sure you gain the knowledge and skills so you can become autonomous and build processes to continue developing your customer’s experience for years to come.

SET-UP YOUR COMPANY FOR SUCCESS…
…AND BECOME A CX LEADER

IN YOUR INDUSTRY

Results you can expect from our collaboration:

 – An increase in customer satisfaction and retention, that means more profit

– A high CX ROI, making the right investments with the highest impact

– Processes, tools, frameworks and methodologies relevant to your company

– Awareness and engagement from your employees towards your CX program

– All the knowledge to become autonomous as a truly customer centric organisation

4 STEPS TO BECOMING TRULY CUSTOMER CENTRIC

We will follow this 4-step program to ensure that all the methodologies, frameworks, strategies and processes are tailor-made for you.

 

1. Assessing your company’s status quo, needs and maturity; acknowledging where you stand today and where to go.

2. Setting the basics for your CX program; so you have a strong foundation to build your future on.

3. Creating and implementing a flexible Customer Strategy; strategies are always evolving, so we will focus on results

4. Coaching you and your team during the implementation; to ensure you keep the right course and the right speed, overcoming the daily challenges that face your journey.

Historically, Café Royal lived in an engineering-driven environment.

Therefore the main challenge was that consumer expectations did not match our proposition as a consumer brand. 

Consequently, the only possibility to “listen to customer’s voice” were extensive and costly market researches or digital surveys. We also needed to increase speed of development of new concepts. 

Matthieu’s support helped us so far in two ways: first of all the rational benefits of having access to the voice of the customer. Then, Matthieu provided a professional approach of how to implement customer centricity throughout the organization. 

As he did not only act as “Mr. CX” but as a real facilitator, we have today a voice of customer team that takes the CX mindset deeply into the teams.

Michael Sandmeier

Director of the Café Royal Business Unit

IMAGINE IF CAFE ROYAL’S SUCCESS STORY WAS YOURS…

Here is how to make it happen: 

1. Take the test; 10 minutes to answer a few questions and figure out where you stand today.

 

2. Discuss the results on a 1-to-1 call with me; we’ll have a look at your answers and I’ll share with you some best practices and a vision for where you can be in the future.

 

 3. Get clarity on your next steps; and start your CX journey on the right foot.