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Customer-Mind serves business leaders who want to increase their company profits by increasing value for their clients or customers.

Customer-Mind has successfully enhanced the growth of large organisations (especially in the financial services and telecommunications industry) by helping them to better understand their customers.   We then work with them to combine that customer intelligence with their unique culture, brand, competencies and technology to offer products and services that their customers strongly value.

Customer-Mind is a customer strategy company.

Our clients benefit from our expertise in customer psychology, business intelligence, and leadership in brand and culture.  We enthusiastically share our knowledge through consulting, training and research reporting, serving our clients through practical guidance and insights about:

  • Becoming more customer-centric
  • Developing a corporate culture that’s passionate about service
  • Treating customers fairly
Welcome to Customer-Mind

Customer centricity is a core value, a mindset, that enables the implementation of a customer strategy.  It is the process of implementing a competitive customer strategy, designed to attract, keep and grow more customers, more profitably.

A customer strategy sets out to create unique value, using customer intelligence to tailor memorable brand experiences for specific groups of customers. Thus building a customer-centric organisation requires:

  • Customer intelligence (know your customers’ needs, expectations, problems, preferences, history, sentiments; know what trends are affecting them)
  • Customer appreciation (leadership, people, measurements, systems, and processes to increase the value for and of each customer)
  • Customer innovation (brand-aligned customer experience design and value proposition for targeted customer segments)

Customer-Mind provides consulting, training and research to pull together all the components of a profitable customer-centric strategy.

 

These three pillars build on your CRM systems and processes, your Voice of  the Customer initiatives, your data-mining and data analysis abilities and most importantly, your leadership and culture. Customer-Mind provides consulting, training, and research to help you pull together all the components of an effective customer-centric strategy.

Much of your company’s reputation depends on its customer service.  It is worth finding out how to enhance your current company culture to enable the delivery of superior service.

Service thrives in a culture where it is highly valued.  But being passionate about service is not enough to sustainably cultivate a customer service culture.                 It requires a multi-dimensional approach, including:

  • Values-based leadership
  • Brand-aligned service standards
  • Employee engagement
  • Customer communication
  • Complaint management and recovery

Customer-Mind provides consulting, training and research to work with you to build a successful customer service culture in your organisation.                                         We have many years of relevant experience and integrative thinking to help you develop a culture that genuinely makes customers happier.

 

 

 

Apart from the fact that treating customers fairly is the right thing to do, it also makes good business sense.  A customer’s perception of fairness is fundamental to their trust – and that trust is worth critical revenue to your business.

The Financial Services Board is introducing ‘Treating Customers Fairly’ (TCF) legislation that applies to all retail financial services firms.  This initiative requires that six  key outcomes of fairness are achieved, the chief of which necessitates that you embed Treating Customers Fairly into your company culture.

This is good.  Treating Customers Fairly should not be treated as an isolated initiative, least of all “just” as compliance project.  It needs to be part of a broader customer strategy, part of the way that your company thinks about its customers.

Customer-Mind has the unique combination of expertise and hands-on experience in both Treating Customers Fairly and developing customer strategies.

Customer-Mind provides consulting, training and research to work with you to successfully implement TCF in your company.


Consulting

Customer-Mind advises and consults

with large and medium-sized, B2B and

B2C enterprises, that seek to improve

their customer growth and retention,

with a specific focus on profitability.

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Consultingclose

Customer-Mind advises and consults

with large and medium-sized, B2B and

B2C enterprises, that seek to improve

their customer growth and retention,

with a specific focus on profitability.

Customer-Mind works with business leaders who are determined to create better value for their customers and who believe that by doing so effectively, they can create better value for their shareholders and employees.  We are here to help you to succeed in this regard.

We don’t apply a “one-size-fits-all” approach.  We listen to your needs, your customer-related problems and opportunities, and work with you.  Our advice is rooted in a decade of focused study of customer behaviour.  Our recommen-dations are based on practical hands-on experience in the corporate world.

Customer-Mind helps companies to attract, keep and grow more customers. This includes consulting in a range of customer strategy issues: customer-centric culture; customer data; customer experience design; customers fairness; and more.

Research

With an understanding of customer

psychology and neuromarketing,

Customer-Mind has a different

and highly tailored approach

to customer research.

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Researchclose

With an understanding of customer

psychology and neuromarketing,

Customer-Mind has a different

and highly tailored approach

to customer research.

Neuromarketing studies tell us that customers are not always able to accurately explain why they made certain purchase decisions or why they prefer a particular brand over another.

Customer-Mind, therefore, focuses on observing and analysing customer behaviour before asking customers for their opinion.  We then verify findings through in-depth interviews.

We custom-design research studies on your behalf, and pay attention to enabling your organisation to observe and listen to customers.  This equips you to effectively increase your customer intelligence in your quest to become more customer-centric.

Training

We provide executive workshops,

and leadership briefing sessions on

building a customer centric company,

developing a customer service culture,

and treating customers fairly.

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Trainingclose

We provide executive workshops,

and leadership briefing sessions on

building a customer centric company,

developing a customer service culture,

and treating customers fairly.

“I have had the privilege of engaging with Samantha in building service delivery solutions as well as training sessions.  The experience I had was powerful….

Dynamic, energized, entertaining, practical, REAL… these are some of the words that describe Samantha, MD of Customer-Mind” (Cy Edmonson).

Customer-Mind provides:

  • Executive strategy sessions
  • Facilitated leadership development programmes
  • Inspirational and educational awareness presentations
  • Tailor-made training sessions
  • Presentations at conferences, seminars, and management breakaways