How fantastic would it be if your satisfied customers would become raving fans and they would recommend your organisation, brand and products to others? It looks so simple, but in practice this seems far more difficult to achieve.
Many organisations focus on short-term relationships with customers. Once the client is ‘in the bag’, the customer is hardly looked after anymore. However, customer service goes far beyond customer satisfaction. To create fans for the long term and to bind them to your organization it requires more than just satisfing your customers.
In Fantastic organisations the entire organisation is focussed on the needs of the customer. Customer Centricity is part of their business DNA. In 10 steps, we help you to become a Fantastic organisation.
We first focus (in step 1-3: the actors) on the internal organisational structure and culture.
Do you have access to the most suitable resources in the right positions? This is the most solid foundation to become a Fantastic organisation. Secondly (in step 4-7: the audience) we will look at your target customers. Are you looking for customers or do you want to serve your ’dream’ customers? We involve your dream customers in every stage of the change process (through customer workshops).
After the first two steps have been mapped, we are almost ready to become a Fantastic organisation (in step 8-10: the show). We will practice what we preach! Excellent customer service, effective complaint handling, adequately responding to customer needs and actively involve customers in the business will in the end distinguish your organisation from the rest!
How great would it be to change your business into a Fantastic organisation!?