Consultancy

D-Sense works with you to develop both Customer Delight Management and Customer Experience Management in your organisation. We prefer to work step-by-step. At first we ensure that we are on the same wavelength and speak the same language. The strategic workshops help with this.

Then we define with you the strategic areas – areas where you wish to make a difference in the market with a well-considered customer approach. In our consultancy projects we ask questions. Together with you we find the answers that lead to practical and useful advice.

• How does your organisation deal with its customers?
• Can all customers expect the same treatment?

We apply the most suitable customer models and take into account the values that your organisation promotes both internally and externally.

• Why choose one customer model over another?
• What results do you want to achieve?
• What is the result of not consistently applying the customer model?

We apply measurement tools (Key Performance Indicators or KPIs) that allow you to track and manage the success level of specific actions.

• How confident are you that every employee uses the same principles during contact with a customer?
• And do you involve the employees of your suppliers and subcontractors in your strategic approach to customers?
• How do you define and measure key skills that have an impact on the acquisition and retention of ‘delighted’ customers?
• How do you optimise your systems, processes and structures so that they contribute to a higher delight effect? For both your external and internal customers.

We apply a fusion of customer-oriented objectives with internal processes and performance management systems, which in a well-defined period results in a higher level of personal delight. This is because the end result must be more delighted customers and more committed employees.