Customers who stay and recommend you.
Customers do not compare you with your competitor, but with the best experience they have ever had. We map how customers really experience your business and design an experience that builds loyalty and protects margin.
The service at a glance.
1What you get
- A clear picture of the customer journey
- A customer promise every team knows
- Fewer complaints and more repeat purchases
- Customer indicators on your dashboard
2Who it is for
Managing directors, board members and executive teams of SMEs, family businesses and scale-ups facing an important choice.
Questions you may recognise
Why do customers leave without us seeing it coming?
What makes customers choose us, and can we strengthen it?
How do we turn service into a reason to stay?
3How it works
- Free Direction ScanIn a few minutes you see where your company stands and where your biggest lever is.Free
- In-depth intake via TeamsThe Direction Call: two hours via Teams, € 600 excl. VAT, paid in advance.2 hours
- Three reportsProblem analysis, Solution and advice, Implementation method.Within 2 working days
- Delivery and follow-upWe help carry it through and monitor the agreements until the result is there.By arrangement
4Result
Clear choices, a plan your organisation understands and a fixed rhythm to monitor delivery.
5What it costs
Fixed price per phase
After the three reports you receive, for each phase, a proposal with goals, timing and a fixed price. Every step is invoiced in advance. You start with a two-hour Direction Call, € 600 excl. VAT.
6Next step
Start with the free Direction Scan: it takes 7 minutes. Then follows a two-hour Direction Call via Teams, with three reports.
Your challenge, our expertise.
Six questions that directors and business owners most often bring to us in this field. In practice they overlap, and often touch the other pillars too.
Mapping customer journeys
Every touchpoint from first contact to aftercare, including the moments that win or lose customers.
Customer insight
What customers truly value and where they drop out, based on conversations, data and feedback.
Experience design
A customer promise that fits your strategy, translated into concrete commitments for every team.
Service and aftercare
A service organisation that solves problems before they become complaints, and turns complaints into trust.
Measuring customer satisfaction
The handful of indicators that show how loyal your customers are, tracked at a fixed rhythm.
Organising around the customer
Processes and responsibilities that start from the customer rather than from the department.
What you want to know.
What is customer experience?
The sum of all the experiences a customer has with your business, from first contact to aftercare. It determines whether customers come back, buy more and recommend you.
Does customer experience matter in B2B too?
Certainly. In B2B, customer relationships are often large and long-standing. A strong experience makes the difference at renewals, in pricing discussions and for referrals.
How do you measure customer experience?
With a limited set of indicators such as satisfaction, willingness to recommend and customer retention, complemented by conversations. What you do with the score matters more than the score itself.
Discuss your question in confidence.
First the free Direction Scan, then a two-hour Direction Call via Teams, € 600 excl. VAT, paid in advance. You receive three reports. Strictly confidential.