Do you really know how your Customer sees your company?

Are you convinced that you know him really well?

Is your company focussed on addressing your Customers requirements and expectations?

Do you strive towards building the right image of your company in your Customers view?

Are your company’s vision, mission and strategy in line with what the Customer needs?

How sure are you that your marketing and sales support actually contribute to the growth of your business?

“Just having satisfied Customers isn’t good enough anymore. If you really want a booming business, you have to create raving fans”

Think Customer

One of the main features of the current market is the well-informed Customer, who is willing and well-equipped in order to analyse numerous factors in the decision making process. An extensive knowledge of who your Customer is, paired with detailed recognition of your company’s strengths as well as its shortcomings will allow the construction of an efficient Customer care strategy.

Customers, more than ever, seek out brands and companies that build and maintain positive business relationships. This is a vital component at every stage of the decision making process, from long before they purchase, throughout the transaction and right to its completion. That is why successful companies adjust their goals, strategies and structure to ensure the Customer Care issues receive critical attention.

Good Customer Service is the optimal starting point for every business and should never be allowed to become side-lined by the sales goals. In today’s highly competitive market, the main focus should be on maximizing Customer’s Lifetime Value instead of merely striving towards new transactions and fulfilling the marketing plan.

Think Customer has the knowledge and tools to guide your company through this vital area of your business activity.

„Your most unhappy Customers are your greatest source of learning.”

Offer

ORIGINAL BRAND AUDIT

A detailed assessment of your company’s strengths but also shortcomings forms a crucial part of our original audit, which will help you understand how your brand is perceived by your Customers – how they feel about it, and how that affects their opinion, purchase decisions and potential further recommendations. Are your marketing and sales support areas aligned towards delivering solutions for an overall efficiency and growth? Brand audit is often the starting point for further strategy development allowing your company to forge its successful future.

„Imagine your Customer is your best friend — listen to their concerns, be a shoulder to lean on, and then shift the focus from what went wrong to how you can help make it right.”

CUSTOMER IMAGE (PERSONA)

Drafting a precise Customer’s image helps to determine their priorities and needs, which should be the direction your company’s activities are pointed towards. In-depth knowledge of your Customers’ habits, interests, lifestyle and behaviours – constituting your target group – allows you to deliver meaningful content, right channels and distribution frequency. Successful implementation of these solutions gives you a full view of your Customer’s experience and that in turn facilitates the building of consistent relationships based on integrity and loyalty.

„A satisfied Customer is the best business strategy of all.”

CUSTOMER STRATEGIES

Until not long ago, companies had some set marketing strategies outlining methods and directions of their promotional activities. Today they more commonly evolve into a brand management strategy and flexible response to customer relations on all touch points of the Customer-company interface. Well-developed Customer strategy, which aligns company’s offer and its communications channels to the actual requirements, behaviours and preferences of the Customers reaps multiple benefits for both parties. Crucially it integrates employees around common objectives and sets clear goals. On the flip side it consistently delivers positive experience for the Customers and builds strong relationships based on integrity. These long term relations are necessary for companies to grow in today’s demanding market.

„Excellent Customer service is the number one job in any company! It is the personality of the company and the reason customers come back.”

CUSTOMER SERVICE STANDARDS

All of us, both in private and professional life like to be served in a professional, polite and efficient manner. Regardless whether we buy from a brick and mortar outlet, shop online or on B2B market, high standards of service should be a cornerstone of every business with a direct contact with Customer. Thorough assessment, along with adjustments or development of these standards for companies operating on B2C or B2B markets will significantly improve the vision of your company in the Customer’s view.

Customers’ satisfaction is one of the most important loyalty factors. A happy Customer is more likely to bring his custom again and to recommend your business further. Well developed standards that are obeyed and respected by your staff build Customer’s confidence in your company. Mutual trust is a priceless value in the present competitive market environment.

„Sometimes even a small change in the approach to the Customer can bring big results.”

BUSINESS SUPPORT

Every company needs external support sometimes, be it short or long term. Getting Customers Care sorted out, resolving problems that may be repeatedly occurring in this area is a powerful competitor differentiator and enables your company’s growth on multiple levels. If you feel your company could benefit from a fresh insight on what it does and how it handles its Customers, do not hesitate to get in touch with Think Customer, that may well be the best business decision you’ve ever made.

„Treat your Customer like you would want to be treated.”

About me

My name is Anna Gapinska. My experience of nearly 20 years of strategic consulting covers the areas of sales support, marketing, long term relationship building with Customers and other stakeholders. I have cooperated with and worked for Polish and foreign companies of various sizes and structure, NGOs and also have advised private people on their public appearances. I’ve carried out multifaceted, often extensive projects in the field of product, internet and multinational markets, have been involved in marketing research, content marketing, branding, public and media relations on all levels of the company’s structure and liaising with all stakeholders.

I am well aware that a good analysis of the market in which the company operates, paired with extensive knowledge of Customers’ needs and expectations, followed by a successful implementation of efficient strategic principles translates into a significant increase of brand recognition, builds meaningful relationships with the Customer, which in turn boosts the sales results.

Care for the Customer – the end user of your company’s product or service – is always at heart of my actions. I strongly believe that soon enough only those companies who can deliver tailored Customer care solutions will be able to survive and thrive in the present competitive environment. Being Customer oriented is fast becoming a key factor for businesses in reaching and maintaining the position of leaders in their industry.

These are the reasons behind the creation of Think Customer, a consulting company that supports businesses in the extensive field of Customer experience. Let’s create the new quality of your Customer management together!

Anna Gapińska
Managing Director

Contact

  • Think Customer

    kontakt@thinkcustomer.pl
    tel: +48 733 272 770

  • ul. Budapesztańska 9/22 Gdańsk