Customer Strategy

A new perspective on engagement with our customer engagement workshop

How do you create a strong customer strategy? By focusing on customer engagement. This quickly requires redefining the strategy and reflecting on the level of engagement during the entire customer journey.

Wondering how your organization can get started with this? During our customer engagement workshop, you will develop a holistic strategy that takes the involvement of your customers to a higher level.

The importance of customer engagement

Every interaction with customers leaves animpression of the organization. Every individual interaction is therefore an opportunity to create engagement. During every contact moment you can show what you stand for as an organization and how you can help a potential customer, but that you understand what that customer is doing at that moment. In short: every interaction counts.

With the right customer strategy, you ensure that every interaction contributes to creating the image that you want to radiate as an organization, so that the engagement can be maximized. Engagement is a key driver of organizational profitability: a high level of engagement can lead to as many as 22% more cross-sells and 38% more up-sells.

Develop a holistic customer strategy

Consistency ensures a strong customer engagement strategy. When someone sees your marketing communications and later comes into contact with customer service, it is essential that these contact moments leave a similar impression of the organization. However, many organizations find this a challenge. Which values are important in your organization and how do you integrate them into the entire customer strategy? In our customer engagement workshop, we help you on your way.

Then you will see that the engagement increases. The most engaged customers can even act as brand ambassadors. Because of their long-term positive relationship with the organization, they express themselves positively about the organization: one of the most effective forms of marketing.

CX Academy Participants

JDE (Jacobs Douwe Egberts)

"Extensive and beyond expectations - Convincing! - Inspiring - Gets you thinking & doing - Very effective flow from the basics to the practical implementation - Very interactive and hands-on. Good to work from your own thoughts and those of the fellow participants. Flexible design that focuses on your needs. - Inspiring speakers with an appealing and personal story"

Kostis Mastorakis

Cluster Head of Customer Excellence at Bayer

"I had the chance to work with NECXT consulting for a variety of projects in 2019 & 2020. NeCXt played a significant role in our efforts as a team not to adopt agile ways working in our day to day but also to embrace them. A group of very experienced consultants with knowledge across industries helped us connect with a variety of companies already experiencing the transformation and they were continuously there as a strategic partner on our journey."

Rajji Mehdwan

Manager at Roche

"To be frank, I thought in the beginning that it was a high investment doing this tour. But having it done now, It was so worth it! My team is super inspired, the spark has been lit ... it was an incredible 2 days!.."

Inge Vrugteveen

Marketeer Volkswagen PON Financial Services

"Through these very inspiring workshops, we know how we can exceed our customers' expectations in the coming years and how we can realize WOW moments. I never thought there would be so many concrete ideas! "

Alexander Muelhaupt

General Manager (Roche)

"Dear NECXT team, thank you for a wonderful inspiring benchmark - we all left energized and ready to start experimenting with new ideas. The tour was organized perfectly and provided a great mix of company visits, speaker engagement, team reflection and site seeing 🙂
It was an absolute pleasure working with you on this and I am sure we will connect again soon."

Patrick Lerou

Director Business Development & Marketing Global & EMEA | Healthcare Experience Solutions

"If a program can open your eyes like this, you will earn no less than a 10. The Orlando Inspiration Experience is for marketing, sales, customer experience leaders and HR. If your team will come here to join in - you're doing the right thing. If you are serious about growing your business, taking your customers seriously, this is an experience that you simply cannot miss! "

Gerko Snel

Managing Director (De Monchy International)

"Since the introduction of our new purpose 'WE CREATE THE FUTURE - TOGETHER', we have noticed that conversations with our employees, customers and suppliers take place on a different level. Because we see that reflected in our company results, we are already enjoying the benefits! "

Ahmed Tawfik

Country Manager Gulf countries (Roche)

"This Transformation Teamevent was really a 10! We are fully inspired and fuelled to move forward. Keep it up! Thank you!"

DLL Team - Marije - Erik - Mirthe

"We are very happy with the CX Game. It fits perfectly within our Customer Centricity program. We expect this game to really contribute to our goal of making DLL even more customer focused. We look forward to playing the game with as many colleagues worldwide as possible. It was a very educational and motivating day full of energy. This is certainly thanks to the inspiring guidance of your team!"

Marlie Loonen

Manager Marketing (Kinderopvang Humanitas)

"Thank you for this unique gaming experience! What a beautiful and original way to introduce an organization to customer experience! In this way, it almost naturally becomes a shared responsibility and its importance is recognized by everyone!"

Rien Brus

Global VP Customer Strategy (AEGON)

"You helped us with fresh ideas to become more customer centric. I liked that we a diversity of experiences, being there in person, getting theory explained and seeing it applied in practice. And by coming to a clear plan so that you don't go home empty handed but can take next steps - I thought that was more than good. The quality of the benchmarks is very good - you can never organise this yourself. I would recommend any MT to participate in a Customer Inspiration Tour."

What does a customer engagement workshop look like?

Want to get started with the customer strategy in your organization? We help you develop a holistic engagement strategy that takes the organization to the next level. In our practical customer engagement workshop, you will work on redefining the customer strategy from four perspectives: organizational goals, leadership, employees, and customers.

These four perspectives are essential for establishing a strong customer engagement strategy. For example, the marketing team can draw up an ambitious strategy, but without the involvement and commitment of all the co-workers, it is difficult to implement it effectively.

In addition, it is important to put in the shoes of customers when designing a holistic strategy. Which customer journey (link to page Customer Journey Design) are they going through and how can you increase engagement in each of these steps? By actively involving them in this, you prevent important aspects from being overlooked.

Finally, when drawing up a consistent customer strategy, the organizational goals must also be considered. You can draw up a wonderful strategy, but if this leads to an appearance of your organization that does not fit its goals, vision, and mission, then the desired effect will not be achieved.

By actively involving leadership, as organizational goals, as employees, as customers in drawing up a holistic strategy, the organization will be more successful in realizing CE: customer engagement.

Give your organization a boost in CE: customer engagement

Get started with the customer strategy of your organization with the help of our customer engagement workshop! We help you to draw up a holistic strategy in which the four perspectives are integrated. Thanks to the practical tools that are provided, you develop a customer strategy together in which leadership, employees and customers are actively involved.