healthy business solutions

82% of customers lapsed with a company due to a bad experience

79% talked to others about this negative experience

55% would pay 10% more if customer experience were better

49% would become customer again if customer experience improved

66% would spend more if customer service were better

Source: ©RightNow Technologies 2010

These days …

The customer gives permission to be contacted

Profit is NOT more important than People or Planet

Customers seek experiences with brands,organizations, products

Social media are booming

Communication is OUT, conversation is IN

We believe that growth is the destiny of a company or organization

That’s why a distinctive business and strategy is the key to success

Only with a sound market and marketing strategy a company or organization can create value for itself and its customers

Elica (italian for helix, propeller) helps you boost your plans and ideas to the next level with the extra power you need to succeed

We develop plans and programs with and for you specifically

We share knowledge and experience and embed this in your organization

We think customer-centric and therefor can work across sectors, both in B2C as B2B, because that’s where our experience resides

As in sports, one needs 4 intrinsic factors to succeed…

Talent

Passion

Fit

Dedication

to listen, understand, collaborate

and persistancy to succeed

with experience and knowledge

(and sweat) to get the work done

Simply because you deserve the best

We dive deeper and go the extra mile. We become one of your team and share your dedication and commitment to succeed. We align the solutions with you and your team to create commitment and engagement

We want to finish… first because we hate losing. Our process-oriented approach warrants success. And we share success. In fact, we embed it in your organization to make sure you’ll benefit after we’ve left the building

We know what we’re talking about because we have and share the experience you need. We will tell you the truth as we experience it, even if you don’t like the message. But in the end we will align and create one common view in the interest of your company and its customers.

We don’t give up because that’s simply not our style. We commit ourselves to deliver healthy business solutions and really make things happen. Nothing less, rather more.

Sound experience in marketing

Willy Goddaert – over 20 years of marketing experience – has worked in several positions in marketing and manages all marketing mix elements in a demonstrable way. That’s why I can extend your marketing power and bring your ideas and ambitions to life.

Specialties are situated in the field in brand building, team and process development and creative marketing initiatives, with particular expertise in – and passion for - marketing health and wellness and personal care products through healthcare professionals. Philips Sonicare and Philips Avent are two striking examples of strong brands I successfully managed in the Benelux.

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A 3 step drive-train propels your business in the right direction

clear

real

happen

Make it

Make it

Make it

• The business idea

• The brand identity

• Customer & consumer insights

• The purchase funnel

• Customer touchpoints: CEMenter©

• People and processes

• Brand DNA implementation

• Define market/marketing strategy

• Define objectives, tools & tactics,

timing, budget

• Embed in marketing & sales process

• Install performance dashboard

• Define roles & responsibilities

MEDIC apporach to define marketing plan:

Evaluation and actualisation of the mission and vision

Identifies strengths and weaknesses

Maps opportunities and threaths

Focusses on strategic markets and needs

Defines and monitors marketing and sales objectives

Defines strategies, tactics, programs and timing

Allocates sales and marketing budget

Defines roles and responsibilities

Mission & Objectives

Environmental Scan

Strategy Definition

Strategy Implementation

Control & Conform

Brand identity

Customer Insights

Purchase funnel

Promise 2

Deliver

Deliver

2 Promise

Exceed 2

Delight

Awareness

Convince

Decide

Use

Loyalty

Supporter

Advocate

Clarifying the purchase funnel identifies

opportunities to delight your customers

Tracking and understanding customer experience is important

But it is difficult for companies to do

Map

the customer

& brand

Evaluate

the

touchpoints

Design

the

experience

Improve customer

experience &

organization

Check

Correct

Control

The CEMenter tool deals with:

- Customer engagement

- Employee engagement

- Monitoring customer experience

Successfully design customer experience along touchpoints and increase customer and employee engagement

Touchpoints are about

People

Processes

Products

Touchpoints are

Human,

Interactive or

Static

Want to know more about us and how we work?