“I work with clients who resist the recessionary mindset and understand that you cannot cut yourself to greatness. They know that you still need to focus on investing strategically in retaining valuable customers.”

For Customer Focusing you need more than a Customer Service Consultant…

Creating a product or service that is unique in the eyes of the customer is becoming increasingly difficult in today's competitive environment. The recession exacerbates this! To achieve sustainable competitive advantage, more companies are therefore relying not only on strong foundational customer service, but they top it up with detail oriented customer experience management. They focus intensely on making the seamless combination of delivering great customer service and continuously managing customer experience their competitive advantage.

As a seasoned customer service consultant by background, I first capture the voice of the customer to help bring the customer inside your organization. Then I identify, measure and manage the opportunities to meaningfully improve the customer experience at key customer touchpoints.

This improved view of customers' needs and expectations is used to shape customer management strategies and develop and implement an "outside-in" game plan for customer-aligning Leadership, Processes and People. In broad strokes this means that

• Every action is shaped by a relentless commitment to meeting and exceeding its customers’ expectations regarding product and service quality
   
• Customer touching processes are constantly evaluated and improved to meet or exceed those expectations.
   
• Employees are fully engaged and aware of their role in maintaining a valued relationship with their external (and also internal) customers.
  

Customer Focusing is about improving Customer Satisfaction, Loyalty and Profit.

Sharper Customer Focus –> Sharper Competitive Edge

Your Customer Focus expert and partner

Sharpening your customer focus requires both an emotional commitment and consistent practical effort from everyone, from high to low in your organization, but also from your consultant.

You have found a seasoned, pragmatic and results focused customer service consultant who pushes further, for a true customer focus. I am passionate about my work and clients, and believe in partnering with clients as a key to success.

My consulting experience is international and varied. I have worked for close to twenty years with clients in Canada, the United States, Mexico, Korea, Austria, Belgium, Italy and Holland. My work spans numerous and widely varying business sectors, but always addresses customer service and further reaching customer focus issues.

If and when required, I access and bring to bear my extensive network of partnered specialists with complementary skills and integrate their work in an "outside-in" game plan. Clients clearly recognize this as a value to them.

When you hire me you will improve Customer Satisfaction, Loyalty and Profit.

Do this next:

• Look at hard facts and figures in support of Customer Focus; they make a case for investing wisely, even in tough times.
   
• Discover what it takes to succeed in uncertain and challenging economic times and what a recessionary mindset leads to.
   
• Discover seven areas to focus your customer management efforts despite a recession.
   
• Complete the 10-minute insightful Customer Focus Self-Evaluation and benchmark yourself.
   
• Request information about specific services.
   
• Contact me to learn more about my foundational customer service consulting, further reaching customer focusing, or schedule a free phone consult.