Argil™ helps create an ongoing independent dialogue and facilitation process between senior management of two organisations that nurtures and develops Partnership teams.
Argil specialises in getting you closer to your customer and optimising your sales performance through consultancy and customized solutions. It starts with listening to your customers then learning and finally leveraging knowledge, understanding and experience into transformational Customer growth.
We speak your Customers’ language and see the world through your Customers’ eyes. To be a Customer centric organisation you need an unprecedented focus on the customer to accelerate growth for your organisation. This is Customer led growth based on redefining the relationships and create lasting growth through insight, operations, experience and brand
We look beyond transactional exchanges of cost, quality and convenience to reimagine the value equation based on a mutually beneficial relationships built on trust and shared value.
The first stage of the process begins with hearing what your Customer has to say to a broad cross section of your organisation. Really LISTEN and get a common understanding of your Customers needs and desires.
- Voice of the Customer (VoC)
- Thinking Together (teamwork)
Good teamwork requires some basics as well, such as open communication, clear vision, and clear group roles. Teams around the world differ by management and communication styles.
External Focus
- Customer Relationship Management
Types: Operational, Strategic, Collaborative or Vendor, Supplier, Partner…. A good customer relationship is when the customers have a consistent customer experience every time they interact with the business and which leaves them with a good impression. This develops mutual regard and understanding between the customers and business that extends for a long period of time.
- Key metrics to measure customer experience
While Net Promoter Score is a helpful snapshot, customer experience leaders must advance how they measure customer experience … how you can leverage a journey-based approach which works with your key focus areas
Relationship Development
- Understanding the Customer and the Perceptual Gap
- Barriers to change
- Developing a Business Relationship…can be a bumpy ride
Customer relationship management strategy needs to achieve the following three things over the long term: 1- Govern how to satisfy customers beyond developing good products and services. 2- Help retain existing customers to maximize efficiencies and reduce the cost of acquisition. 3- Ensure customer satisfaction and a memorable brand experience.
Learn & Leverage
After the LISTEN phase of the process we will have identified key Customers that can add real value to your business and the criteria to be used to improve the relationship. The second phase of the process involves really getting to know your key Customer at both a qualitative and quantitative level though a serious of one-on-one in-depth interviews. The results are feedback to your business internally during the LEARN phase of the process.
Finally, you have the option to workshop these results with each key customer in a way that creates some quick wins and some long-term activities (including some of the important bridging activities required for long term success). This is the LEVERAGE stage and moves you towards aligned conversations that deliver transformational Customer growth with co-created strategies. Trust develops with accountable delivery of results.