Hoe kijkt en luistert uw organisatie naar de klant? Hoe herkent u de knelpunten in zijn proces? Hoe vertaalt u die naar aanleidingen voor gewenste dienstverlening? Lees meer →
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Elke klant is er één. Je laat geen klanten lopen. Maar ingaan op alle individuele klantvragen verhoogt de kosten en de stress. Hoe kunt u klanten blij maken en tevens de kosten beperken? Lees meer →
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Hoe kan uw organisatie de klant steeds een stapje vóór blijven? Hoe speelt u stelselmatig in op zijn/haar (on)uitgesproken behoeften waardoor u voorkeur gaat verdienen? Lees meer →
Our proposition
Your business attracts customers but you would like to attract more of them. Or you are introducing an innovative business concept to address changing customer needs. Or you would like your customers to do more business with you, to return more frequently and tell others how well you have served them. You would like your customers to be preferred supplier instead of just one of the acceptable ones. You would like to see more customers taking swift decisions instead of postponing their purchase.
What can be done to make this happen? HDNM have the experience to show that by refocusing your business composition on hidden customer concerns, you can gain considerable customer interest. How? Find a first impression here. Or call us directly to explore the challenge you are facing and our options to assist you.
Our philosophy
Complaining about bad service experiences is one of people’s most popular topics of conversation right after the weather and traffic jams. That goes for business services as well. If you wish your customers to remain loyal and to have pleasure in doing business with you, then a customer satisfaction rating of 7,5 is not enough. There is an effective approach of composing services in such a way that customers will feel pleasantly and consistently surprised. To such an extent that they will rather not choose to do without you services any more.
Floris Hurts describes this approach in his book ‘The Indispensibility Factor’ (in Dutch). This approach is at the basis of most HDNM programs for clients.
Our approach
We stimulate management to look through the eyes of their company’s customers.
We coach teams to compose their company’s business compositions in a customer driven way.
We inspire organizations to perform solutions that create a sense of fulfillment for the customer. A sense that is so compelling that it feeds their future demand and induces recommendations.
That creates results to be proud of.
Working with HDNM means: looking differently –> thingking further ahead –> achieving more. With pleasure.