Delivering the Right Customer Experience

Turning Thought Into Action

Introductie: EarlyBridge

EarlyBridge (formerly Van de Laar /

Pothoven) advises and implements strategies

to improve customer contact in all channels,

thereby boosting business performance.

Because times like these require fast results,

EarlyBridge applies methods that deliver

tangible short-term improvements and

results.

EarlyBridge offers you a welcome

combination of strategic long-term

consultancy and short-term, practical and

results-oriented business transformation.

Experience shows that the success of an organization goes hand-in-hand with the degree to which they are

successful in acting in the best interests of their customers.

Customer Journey Mapping:

Focus on the best interests of the customer

What Customer Journey Mapping can do for your

organization:

• Fast, pragmatic and cost-efficient insights into

customer needs, customer processes and the

channel mix.

• Processes aligned and optimized from the

customer‟s perspective.

• Marketing objectives activated and processes

aligned with brand values.

• Insight into where you can realize cost-savings –

without jeopardizing performance.

• Pinpoint per channel concrete improvements to

strengthen performance.

This methodology helps your organization to set up your processes from the customer‟s perspective. Customer

Journey Mapping can be used to improve existing processes or to launch new products and services.

Experience Based Training:

Mobilize your organization

Experience Based Training is an innovative performance improvement and training concept to translate marketing,

sales and service strategies into action.

What Experience Based Training can do for your

organization:

• Cost savings through more efficient and results-

oriented customer interaction

• Better sales results and marketing performance

thanks to customer-focused working

• Higher customer satisfaction and Net Promoter

Score by creating the right customer experience in

each channel

• Leverage inbound customer contacts for customer-

focused cross-selling (increases profits)

• Strengthen the customer relationship (reinforces

reputation and repeat sales)

• Greater loyalty to your brand by making good on

your brand promise in one-to-one interactions with

customers

Sales Performance Scan:

Easier buying = easier selling

Unique about this insightful scan is that both sides of the sales/buying process are analyzed. First, the customer

perspective is analyzed to understand how easy it is to buy. Next, the processes, barriers and opportunities are

analyzed to understand what is stimulating and what is hindering sales. Both „outside-in‟ and „inside-out‟ are made

transparent. The results of both analyses are combined and translated into concrete improvements to drive sales.

What the Sales Performance Scan can do for your

organization:

• Barriers and levers are uncovered from both

the internal (salesperson) and external (buyer)

perspective

• You know which concrete improvements you

can/must execute

• You can begin immediately to realize extra sales

• A welcome spin-off of the Sales Performance

Scan is that it provides insight into unnecessary

– and thus avoidable – costs.

Service Performance Scan:

Fast, better service delivery at lower costs

Poor service delivery costs you customers. The Service Performance Scan gives you fast insight into where your

service processes can be improved. First, the customer‟s access to information and ability to get solutions to

their problems are analyzed - your service process from the customer‟s perspective. Thereafter your existing

service and fulfilment processes are screened. By combining the outcomes of both analyses, necessary

improvements are pinpointed that can increase customer satisfaction and/or reduce costs.

What the Service Performance Scan can do for your

organization:

• Barriers and levers are uncovered from both the

internal (your organization) and external (the

customer) perspective

• You know which concrete improvements you

can/must execute

• You can begin immediately to improve your

service to customers

• You know where you can reduce costs and

improve cost-to-serve

Customer Experience Scan:

Knowing how your customers experience you

How do your customers experience their contact with your organization – really? In which channels is the

interaction satisfactory, where can it be improved? Are you missing opportunities? The comprehensive Customer

Experience Scan gives you the answer to these and other questions.

What the Customer Experience Scan can do for your

organization:

• Barriers and levers are highlighted from both

the internal (your organization) and external

(the customer) perspective

• You know where your opportunities lie and

which concrete improvements to prioritize

• You realize more targeted and efficient changes

and improvements to your customer processes

in order to align them better with the customer

needs

• You know what you must do to eventually align

your customer processes with your brand

values and your company philosophy

Channel Proficiency Scan:

Better channel synergy

How does your mix of distribution and communication channels perform? And more important: how is the

synergy and alignment between channels? Is there consistency? Or does one channel undermine the performance

of another? The Channel Proficiency Scan gives you fast answers to these questions. So you know how “mature”

your channels are. And which steps you need to take per channel in order to realize fully-developed multi-

channel processes.

What the Channel Proficiency Scan can do for your

organization:

• You get fast insight into the performance per

channel (sales, satisfaction, and process

quality) and the channel interactions.

• You know exactly which concrete activities

are needed to enable your channels to work

together more effectively.

• You have better insight into channel-specific

activities as a step towards structural

improvements.

How we do it:

Turning thought into action

The starting point for everything that EarlyBridge does is that effective customer contact is possible only when

the processes and the organizational behavior reinforce the marketing strategy and brand values of the company.

Depending on the issue at hand, a project can focus

on:

• Organizational improvements in customer

processes or channels

• Training and coaching

• Activation of the marketing strategy or

positioning

The strength of EarlyBridge is the ability to combine

the existing knowledge and talents in an

organization into a holistic approach to customer

contact, built from the customer perspective.

We call it „turning thought into action‟. It‟s our way

of activating and mobilizing the latent strengths in

your organization.

EarlyBridge does this step-by-step, using finely

scoped and measureable pilot projects. Broader

implementation follows proven success.

Strategy

&

Brand experience

Channel

&

Process

Behaviour employees

How EarlyBridge can help your organization to think from the

customer perspective:

Analyze customer insights:

Learn to listen to the customer and transform the learning into

structural improvements.

Develop customer journeys:

Pinpoint what the added value of the channel strategy is for the

customer.

Align the organization in the interests of the customer:

For organization-wide impact and breaking through the status quo.

Design a roadmap for the organization:

Guide the organization at all levels and activate the strategic

framework.

Execute practical, results-oriented pilots:

In order to test the roadmap and realize concrete results

Extract learning from pilots:

Leverage experience for broader implementation and visible results.

Achieve essential change in your organization:

So that beginning now employees work customer-focused from the

customer perspective.

Over the founders

The strength of EarlyBridge sits in the chemistry between the two founders. Both specialists in multi-channel

customer interaction and customer experience management. And both driven by the same vision of –and

passion for –improving customer contact.

Kathy van de Laar

has worked in direct customer contact and CRM in the US and Europe for more than 20 years. She has extensive experience in

driving change for marketing, sales and service organizations for companies such as ABN AMRO, AT&T, BT Cellnet, FedEx, IBM,

Merck Medco, OHRA and Philips. She advises companies in customer strategy and translating strategy into practical

implementations.

Christiaan Pothoven

has more than 17 years experience in the financial sector including ABN AMRO Bank where he last served as Head of

Customer Experience & Innovation for direct channels. His expertise is in multi-channel customer interaction and the

integration of distribution channels.

Learn more about EarlyBridge

EarlyBridgeBV

Herengracht 518

1017 CC Amsterdam

T: +31 (0)20 – 715 5918

F: +31 (0)20 – 715 5941

www.earlybridge.com

www.ebtraining.nl

E: info@earlybridge.com

Every company has its own dynamics and challenges. We

welcome the opportunity to discuss how our products and

services can help you reach your objectives.

Call or mail for an appointment. We would be happy to

introduce ourselves and discuss your situation and needs.