making transformation happen...cognolink pagesuaunes rbs the royal bank of scotland voc/ lsearch...
TRANSCRIPT
Serviat Crescere(To Serve is to Grow)
ALSMA, Shanghai – October 2013
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PAUL PLANT
Consulting clients in Europe, North America, Asia & Australasia
• 35-year career in media & telecoms
• Sales, Marketing, Strategy, M&A
• Former Group Product Manager, Yell Group
• Former Head of Sales & Operations, Yell.com
SPECIALIST CONSULTING SERVICES:
• Digital Transformation
• Organisational Change
• Customer-Centricity
• Start-Up Mentoring
Causes of Churn…
ROI/Value Perception Delivery/Fulfilment
we love making our customers happy
MobileLanding page
+1000 templates
Website
Fan Page Store locators & microsites
Solocal Website Offering…
Customer Retention
European Peers
c.70% c.85%
Wear and walk in your customers shoes!
Once Upon A Time…
Small Businesses
Sales Teams Sales Teams
Today…
Small Businesses
SalesTeams
SalesTeams
Local Web Design & SEO/SEM Shops
The world’s most customer-centric company…
Amazon Leadership Principles No.1
Customer Obsession
Amazon Leaders start with the customer and work backwards.
They work vigorously to earn and keep customer trust.
Although Amazon Leaders pay attention to competitors, they
obsess over customers.
