Customer focus as a strategy
Satisfied customers are the driving force behind every successful organization. But how do you achieve an optimal customer experience? The customer experience revolves around the perception that a customer has of you as an organization. That is why it is important to give continuousattention to this. In fact, customer focus is central to the most successful organizations.
Want to give your teams a boost through customer experience management? Our CX masterclass provides this and helps employees to optimize the customer experience.
The importance of customer focus
Does customer focus in your organization get the attention it deserves? When choices are mainly made based on financial results or goals, the customer experience canbecome under-average. However, customers are the reason your organization exists. Their experience of your product or service should therefore be central. Our CX masterclass will help you find or sharpen this focus on customer focus.
The customer experience is formed by the entire customer journey: what a customer experiences from the moment she starts thinking about a purchase to the actual purchase and use of the product or service. Everything that happens in this time span, all contact moments with the company during the customer journey, forms the customer experience. Customer experience management is therefore of great importance to lift your organization to a higher level.
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!.."
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! "
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! "
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!"
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."
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."
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."
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!"
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! "
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"
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!"
Get started with customer experience management
If you want to improve the customer experience and focus on customer focus, it is first and foremost important to map out the customer journeys. At what points do (potential) customers encounter your organization? If these processes have not yet been formalized, it pays to start with them. Then it is important to optimize these journeys, so that the customer experience improves.
Another important aspect of customer experience management is feedback. At what points doyou ask customers about their experience? More importantly, how is that feedback then processed? A CX masterclass can help you create feedback routes that assist you in improving the customer experience. This means that feedback is not only transparent to senior management, but also ends up with individual employees. They can then implement this so that the customer experience increases in quality and the customer focus within the entire organization increases.
What does a CX masterclass from Necxt look like?
An in-house customer experience masterclass helps you improve your customer experience. Through an active learning approach, we help your employees to gain new insights and we offer practical tools to improve the customer experience.
Moreover, we design the CX masterclass together with you, so that the content perfectly matches the needs of your organization. Clarifying the importance of customer focus and giving it a boost withinone day? Or map the customer journeys to provide insight into where the customer experience can be improved? We set up the CX masterclass in such a way that your organization gets the most out of it!
A strategybased on customer focus with a CX masterclass
Just like other organizations, reap the benefits of improving your customer focus strategy? Give your teams a masterclass in customer experience with practical examples, in which they are given concretetools to focus on the customer experience and to continue to improve it.