Past success is no guarantee for future success
“It’s never the strongest that survives, nor the most intelligent,
but always the one that’s most adaptive to change.”
- Charles Darwin –
The ‘new reality’: a new competitive world
in which we face challenges from every angle
Where it is getting harder to find
new customers …
… and tougher to keep the existing ones
“Satisfied customers have no story to tell”
– Fred Lee -
|
slide 8
The key to success: expensive, risky innovation?
|
!
… or focus on continuous improvement?
|
How do we regain control?
… and hope everything will be fine?
Or moving step by step in the right direction?
“Adaptability is the new competitive advantage”
- Boston Consulting Group -
Performance:
operational excellence ‘(PDCA)’
Perception:
Driven by customer intimacy & customer experience
Which obstacles we encounter?
Who is the driving force in our management?
… can we convince the whole company?
… and the individual employee?
How to manage our ‘big data’?
… and take advance of it?
| slide 22
Maaltijden
And most important: what are the benefits?
|
Suggestion: the customer (experience)?
Ntrans®: complete tooling for your
Customer Experience Program
… puts you on the right track
Listen to the Voice of the Customer:
anytime, any place, anywhere
Summary of BING Research
>25 years experience in customer, employees and brand image survey
High-end research consult with practical solutions
Custom tooling that match with user needs (no standard product)
In house Research Consultants, Project Coaches, Software Engineers
Qualified Net Promoter® Certified Associates for your NPS® program