Customer Centricity Drives the Bottom Line
Building a customer-driven culture puts an organization ahead of the pack.
Research has found that customer-centric companies are 60% more profitable compared to companies that are not focused on the customer.
Customer Experience Design & Management
The rules of competition are changing.
By 2020 customer experience is expected to overtake price and product as the key differentiator between brands.
Executives understand that customer experience is a competitive differentiator. Yet research reveals a significant disconnect between the experience companies think they’re delivering and the experience customers actually have. We help our clients close that gap.
“The struggle to grow is not just about increasing revenue—it’s about constantly evolving and adapting to meet the changing needs of customers and the market.“
Janet Gerhard
Companies with the most positive CX impact understand the link between customer experience and business results. We help clients design and manage experiences that drive competitive advantage, lower cost, and unlock potential growth. It starts with moving the customer to the strategic agenda. By putting the customer at the core of your business, we transform the way an organization optimizes the customer experience.
In order to create this shift, you must be prepared to:
• Engage the entire organization in managing customer relationships, revenue, and profit.
• Bring together disparate departments that are often siloed to create a holistic understanding of the customer’s perspective.
• Create a persistent and unified focus on the customer in the actions the company takes.
• Collaborate to optimize customer experience delivery.
• Support leaders in their role as cultural leaders in the transformation journey.
Leadership Development
What’s the difference between a good leader and great one? Their ability to coach.
Organizations today strive to develop leaders who are effective coaches, and build a coaching culture that forges a pipeline of new, innovative leaders.
“Great companies that build an enduring brand have an emotional relationship with customers that has no barrier. And that emotional relationship is on the most important characteristic – which is trust.“
Howard Schultz, Executive Chairman of Starbucks
Executives agree that developing leaders as coaches is a critical strategy to improving that performance, yet most report that training leaders to be effective coaches was their greatest challenge.
Creating leaders who are good coaches doesn’t happen by chance. Which is why we put coaching at the forefront of our leadership development curriculum. We help leaders hone the skills that bring out the best in their employees – teaching them how to inspire curiosity, encourage exploring alternatives, and cultivate risk taking.
Studies have shown that building a culture that promotes coaching boosts engagement, improves team performance, enhances the customer experience and ultimately, achieves stronger business results. In fact, among organizations with a strong coaching culture 63% report improved revenue and 51% report improved retention.
Sales Coaching
Every top performing athlete has a coach. Why should sales be any different?
Our sales coaching has been shown to be the difference between knowing significant growth is possible and actually achieving it. With a keen understanding of the link between strategic sales development and business growth, we teach the building blocks needed for sales success and continuous improvement.
“We keep moving forward, opening new doors, and doing new things, because we’re curious and curiosity keeps leading us down new paths.”
— Walt Disney
We go beyond the quotas and the numbers, diving beneath the surface to help salespeople lean into their curiosity — the most important ingredient for business growth.
We know that it’s curiosity that drives a salesperson to learn about their customers’ businesses, strategies, goals, competitors, market dynamics, etc. Curious people wonder why, dig deeper, ask questions and probe. We teach how to actively listening in order to uncover opportunities to solve problems, look for a better way, and make an impact. Salespeople who bring a true sense of curiosity to the table use the sales conversation as an opportunity to learn as much as possible about what keeps the customer up at night, what challenges he faces, and the factors that cause him to succeed or not — and then use that insight and knowledge to offer solutions that add value.
Impact
Work with impact. Transformation delivered.
How strong is the link between customer experience and business growth?
Research has found that improving customer experience translates directly into millions of dollars in incremental revenue
