The customer is always right, or so people have always said. And perhaps this remains true even today. The CEOs of major multinationals believe this and they note how important it is for a company to listen to the needs and views of its customers. Developing a direct relationship with them, including with the support of new technologies, represents a step forward towards success.
High on the priority list of CEOs on four continents is improving customer relations (Source: Conference Board, Global Survey 2014 carried out on 1020 CEOs on four continents).
The main points expressed by CEOs for intervening in this area are, in order of importance:
Another recent international study based on a broad sample of companies highlights the fact that, in Europe, skill development is one of the top three priorities for nearly half of the CEOs interviewed. And in nearly half of these cases, customer expectations determine which skills to develop. It is no accident, therefore, that in 2014 companies increased investment in improving the “front-line” competencies of their employees, accounting for 40% of their overall budgets (33% for employees in contact with customers and 7% for supervisors). A net growth, given that in 2010 spending on front-line training was only 22%.
Improving competencies is mandatory for companies to boost customer loyalty and thus raise the level of customer experience. But where to begin? These are the cornerstones of a competency development project:
The main services of the Customer practice are:
The European House – Ambrosetti has recently signed an exclusive collaboration agreement for Italy with Imparta Ltd—partner in the development of sales and service skills for major companies on a global level—in order to guarantee the highest international standards of training and consulting in customer sales, service and orientation. The European House-Ambrosetti and Imparta share the same customer-centric philosophy, efficient methods of client value creation, ability to identify and develop key business competencies and scrupulous measurement of the impact, including on profitability, of the initiatives undertaken.
It is for this reason that many of our clients have chosen to work with us.