IMPLEMENTATION - IMPLEMENTING MEASURES TO OPTIMIZE THE CUSTOMER EXPERIENCE
DEVELOPING QUALITY IN CUSTOMER CONTACT WITH INTELLIGENT METHODS AND TOOLS
Usually, the analysis and design of measures always serve the planned implementation of concrete goals and measures. Realizing this in everyday business is often difficult: competing tasks, lack of methodological knowledge, and the power of habit are just a few reasons that stand in the way of consistent implementation of improvements.
concertare offers tried and tested methods that effectively support implementation processes.
EMPLOYEE TRAINING BY SPECIALIZED TRAINERS AND COACHES
In order to be able to act in a customer-oriented manner in the interests of the company, various further training measures are usually required for employees. Often these are specialized trainings or behavioral trainings.
The training measures we offer in the area of training and coaching focus very strongly on people with customer contact and their superiors. In doing so, we pursue two different paths: As far as possible, we rely on the principle of self-direction and train managers to carry out training and coaching measures for their employees themselves at low cost. If this is not possible or desired, we use project-specific trained trainers and coaches who support employees on an individual level in workshops or through long-term coaching support.
From individual to team development: training customer orientation at all levels
In employee development, we distinguish between three offerings: Individual development, team development, and strategic organizational development. At the individual level, our training aims to align requirement profiles with sales performance actually measured in test purchases or mystery calls. Team development promotes, among other things, a customer-oriented division of labor. In organizational development, we optimize all systematic weak points in customer contact uncovered in process analyses and key figure analyses, from better complaint management to sustainable lead management.
With aievas® towards a customer-oriented quality management
The implementation of a continuous process optimization is often hampered by technical restrictions and high costs for quality management. With aievas® (advanced information evaluation system) we provide you with an integrated quality management system that supports you in person- or team-based interactive employee development. As a central controlling tool, aievas® enables a daily updated implementation control and supports a customer-oriented quality management by numerous functions.
SALES PROMOTION AND SALES INCREASE
With integrated programs of measures to promote sales and increase sales, we support you and your employees in systematically exploiting sales opportunities. Usually such programs always consist of a company-specific mix of test-purchase-based analysis, consulting and measures derived from this for continuous employee development. In doing so, we always keep your goals in terms of customer acquisition, customer loyalty and sales in mind.
Sales Concepts for Retail
This approach has proven successful in various industries. The concertare sales concepts for the retail trade are particularly successful. For our customers, they result in measurable improvements such as a high conversion rate, an increased value of the average receipt and an increase in the likelihood of repeat purchases.