Do you recognize yourself in these challenges?

A selection

Do you want to digitalise without losing the human touch?

You digitalise to help your customers better and faster. And your customers expect access to digital tools. So that they can help themselves – where and especially when it suits them best. Without having to wait.
And in the meantime you save time that can be spent on other things.
But if you digitalise your current processes, it is bound to go wrong.

First the process then the tool

Do you want higher customer satisfaction without incurring more costs?

Increased customer satisfaction would make a number of things much easier. You know that all too well. Like glowing employees who get positive feedback. Or customers who more easily forgive a mistake, and do more business with you. But you also have your budget to keep in check!

Focus on what truly matters

Do your people run into obstacles to work in a customer-focused way?

“My employees want to be customer centric, but they are held back!”. Indeed: often they collide with rules, procedures, faltering tools or colleagues who prefer the status quo.
You would prefer to remove all these obstacles with the snap of a finger.
Unfortunately, you can’t. And in fact, it’s not necessary.

Create room for improvement

Are you making promises that you fail to keep?

Salespeople want, or even need, to close the deal. So they make promises. Production or service teams splutter to realize them. But they don’t succeed.
Or at least not consistently. Then customers lose trust.
Not to mention the time they demand when something goes wrong next time.

Always deliver on your promises

Do you want to engage your people in your customer-centric strategy?

“Everyone wants change, but no one wants to change!”
Is customer focus not yet sufficiently embedded in your culture? Are too few employees putting their money where their mouth is? Do they instinctively make decisions that serve internal interests but do not improve customer satisfaction?

Excite your employees!

Are your customers complaining about accessibility?

Issues with availability, excessively long response times?
Customers snap at it. And they create more work. They call back with the same question and use different channels at the same time. They put even more pressure on your employees and demand a fixed contact person. Or they escalate their question to a complaint …

It can be fixed. Usually even without increasing capacity or workload.

How we help you

CUSTOMER NEEDS ANALYSIS
The 'need' behind the 'want'.

Do you know what drives your customers? What really makes the difference for them? We help you find out. Because customers rarely ask for what they really need. With our analysis, you identify the actions with the greatest effect. And you'll know exactly where to excel.

KEYNOTES
Inspiration rocks!

You probably don't want a monologue. Good, because managing partner Horst confronts your audience with the pitfalls in their own thinking about customer focus. He lavishes those aha moments with a layer of humor and intersperses them with real-life examples.

OPERATIONAL CRISIS MANAGEMENT
Oxygen for your team is back.

Sometimes the water simply stands at your lips. Then trust us: we relieve you quickly through concrete and targeted interventions. Backlogs and waiting times melt away noticeably. Your team sees light at the end of the tunnel. And your customers are satisfied.

CX STRATEGY DEVELOPMENT
Pragmatic change

Is customer experience (CX) a pillar of your organization's strategy? Then we help you get a clear focus on it. We translate it into achievable goals: on the short-, medium- and long-term. We build in the success factors and reveal the structure within which you realize everything.

CUSTOMER JOURNEY DESIGN
Through the eyes of the customer.

We design an experience that your customers spontaneously talk about. We've been doing that since 2002, in a pragmatic way.  We also share our Psychology Engineering methods so you effectively influence your customer's perception. And we assist you in harnessing your efforts and resources at exactly the right touchpoints.

STRATEGIC BOOTCAMPS
Consensus on customer focus.

Do in four days what takes your competitors nine months. And get rid of the recurring discussions. During our legendary strategic bootcamps, we tackle the most complex customer focus challenges. The result? Consensus, focus and momentum.

PROCESS DESIGN
From the post-its to the real thing.

How do you ensure that your customers experience your beautifully designed customer journey that way? And how do we deliver that experience efficiently? Through our unique methodology, we tackle your key processes. We make them more customer-centric and profitable - together with the people who have to do it.

PROTOTYPING
Customer-oriented digitization.

Where is the balance between technology and human touch? It's a thin line. That's why we help you to define it. We give the customer a taste of the digital flow, but "fake it" on the back end, until we get the process absolutely right. That's when we write the requirements. That way you don't fall into the trap of digitizing a process that falters. Because if you do, you will only produce more efficient ... substandard output.

CHANGE MANAGEMENT
From design to run.

Becoming more customer-centric? That's a matter of keeping focus, mobilizing middle management and bringing the broader organization into the story. We are ready to scale your customer-centric way of working with a clever approach.

CULTURE TRANSFORMATION
Context determines behavior.

Want to install a  customer-centric culture? Great, because that is our raison d'être. We have developed a method that works. And which we keep testing in real life. We accompany you and your organisation, step by step. We start with one stone: OneStone. Memorable, effective and pragmatic.

Ask us a question

No time to chat with us now?

But you’re up for a proper conversation with us at some point? We’d love to help you by sharing our expertise with you. Book time with us, face-to-face. We guarantee you food for thought, at the very least.

Contact us now