Customer Experience

As Europe’s economic fortunes plummet, effective management of your service business becomes integral to ensuring profit. Amidst increased pressure to deliver a mature service capability, the financial status quo provides the opportunity to review your modus operandi and embrace powerful new incentives to enact a total service transformation. Without good leadership however, new initiatives tend to veer off track. Leadership is, more often than not, the major differentiating factor in a company’s level of success. The question becomes: What makes a successful leader in the services and how do you lead your company to profitable growth? At Noventum, our consultants have defined four priorities to first-rate service leadership; a good Strategy, focus on the Customer Experience, attention to the virtues of (what we call) the Service Factory, and developing your Employees’ skills and understanding. These considerations will be addressed in the upcoming Service Management Conference and through our executive Service Leadership Course.

Reorganising around customers and markets has radically changed the organisation in Philips Healthcare. However, changing the organisation does not change the behaviour of the people. Neither will customers automatically experience a positive difference. This presentation is about the journey to live into the brand promise of Sense & Simplicity.

With the ‘invention’ of the fMRI scanner we can see what we think and feel. And that is almost rarely what we say and plan to do. This puts marketing in an other perspective. And this might explain the poor results of traditional research. By using recognisable examples, Martin shows how neuropsychological insights have influence on all marketing P’s.

Reorganising around customers and markets has radically changed the organisation in Philips Healthcare. However, changing the organisation does not change the behaviour of the people. Neither will customers automatically experience a positive difference. This presentation is about the journey to live into the brand promise of Sense & Simplicity.

Yokogawa is currently developing a new service strategy. This strategy is based on Industry service market evolution as well as new technology evolution. As Yokogawa wants this service strategy fully customer-centric, Yokogawa’s approach was to review, adapt, amend this strategy and services concepts according to customers feedback. The interviews were essential as the first step into these new developments.

The market is now fully customer-driven. The offer of basic services isn't enough anymore. Learn how to have an 'outside-in' view from a customer perspective and how to organise your services differently to operate in a customer-driven instead of supplier-driven market

The importance of structuring the formal contact between customer and supplier cannot be over-stated, as poorly orchestrated contact encourages the perception with the customer that the supplier is inefficient and this can undermine efforts towards building customer confidence and trusting relationships.

As we move into 2011, with the recession still having an effect on many businesses, it is perhaps helpful to identify aspects of change and consider opportunities to build upon the new service environment, that has evolved in recent times.

Service has been the saving grace for many businesses during the recession, providing an effective source of revenue and changing focus away from service as a stand-alone offering into one with a more strategic perspective. The recovery rate after past recessions proved to be faster with product sales quickly returning to pre-recession levels, but this recession has produced an erratic, stuttering growth evident in only the last few months of 2010, resulting in a very different attitude within businesses and from customers. As a result, there has been a strong emphasis on service as a support to the whole business, even to the extent of regarding service as a product.