Customer focus

From customer to promoter!

Enthusiast and loyal customers who become your promoters will give you energy. They are the engine for sustainable results and job satisfaction. To increase the customer focus you have to know how to behave at moments of truth. Meaning all customer contact moments. When defining the desired behaviour at those moments of truth you also define the DNA of your organisation. From a positive point of view we thus define the customer experience or Customer journey in your organisation.

Our approach is very practical. Not from a high level of abstraction which is often the case. Our approach ensures that everyone knows what behaviour is expected at what moment deriving from what attitude (from WHAT to HOW). The next step is to exercise these skills. Therefore managers receive tools to secure a customer-oriented behaviour on the work floor. You thus provide a strong basis for a sustainable customer focus.

Intenza manages the entire process: from making it concrete to the long-lasting implementation of a customer journey with impact (along with your management). We make use of experience-based learning and inspiring working methods having more impact than just telling people ‘they should increase their customer focus’. Do you have the ambition to increase your customer focus? We will be happy to inspire you in a personal meeting.

• Customer journey
• More impact on customers
• Job satisfaction
• A higher NPS