For media (2)

For media

EC

EC is a Polish consulting company founded in 2004 by Agnieszka Polska-Kamieńska and Janusz Kamieński. Its primary aim is to support enterprises in achieving high profitability and competitive advantage. The key area of EC activity is building the companies’ and institutions’ ability to provide their customers with valuable and desirable experiences.

A unique specialization of EC is:

  • conducting research and analysis that enable identifying the key expectations of customers towards the branch of a given enterprise
  • designing the desired customer experiences as well as the resulting changes in products, processes and employees’ behaviors
  • building the enterprises’ ability to manage their customers’ experiences (making customers get the previously designed experiences).

 

In its mission to improve business performance of enterprises, EC cooperates with a group of prominent and experienced managers and consultants. They specialize in a number of fields, e.g. Customer Experience Research and Audit, Formulating Winning Strategies, Brand Management, Customer Experience Design, Planning Workshops, Building Managerial Systems (MBO, BSC, Process Mapping, etc.), Branded Training.

EC consultants for years use the Customer Experience Management concept in their professional activity. CEM is a personal business strategy which focuses on a customer’s personal experiences and aims at increasing their loyalty and willingness to recommend a particular company/brand to others. CEM provides the cohesion between the brand promise and its real image in eyes of customers caused by their actual experiences.

A distinctive approach of EC towards strategic consulting is based on two canons:

  • putting the customer at the heart of the particular enterprise’s value generating process so that they could exactly get experiences they are willing to pay for
  • active and real supporting enterprises in building their ability to achieve the planned results; the presentation of a Findings and Recommendations Report is just the beginning, not the end of cooperation.

 

EC cooperates with the following reputable companies and institutions dealing with Organizational Effectiveness:

  • ShaunSmith+co – a company specializing in the field of Customer Experience Management (www.smithcoconsultancy.com). its founder, Shaun Smith, is a world famous speaker and consultant in CEM as well as the creator of the following tools used by EC: o Customer Experience Management Plus (CEM+)o Organizational Alignment Survey (OAS)
  • Persona GLOBAL®, Inc. – a company offering solutions that enable the integration of employees with the strategy and processes of a particular organization; since February 2009 present also in Poland under the brand name of
    Persona GLOBAL® Polska Sp. z o.o. (www.personaglobal.com)
  • an international association of professional consultants who specialize in the Human Performance Technology field (HPT).

 

A sample of EC customers: Auchan,
ABG SterProjekt, Akzo Nobel, Afriso, Asseco, Bank Pekao SA, Deni Cler, ECCO, BR Edipresse, Eltel Networks, First Data, Kingspan, Macrologic, Polkomtel SA, Reckitt Benckiser, RWE, Softbank S.A..

Grupa Żywiec case

Grupa Żywiec chose an ambitious goal – to regain its market leader position. One way was to build the Leadership strength. The company wanted its leaders to be recognizable in the market due to their virtues and the way they support their Żywiec brand. As a result, the managers proudly took part in the entire educational procedure, the popularity of which exceeded the organizers’ expectations.

Pekao SA case

For strategic reasons, Bank Pekao SA planned to significantly increase its importance in the SME segment. Ambrosetti, an Italian consulting company that worked with Pekao SA for years, searched for a Polish partner which would assist Pekao in achieving this objective. Hence, EC was invited to conduct research aimed at indicating the key expectations of customers in the SME segment and to design Branded Training for the Sales Consultants and Managers. As a result, Bank Pekao SA has the largest increase in its market share and profitability just in the SME section.

RWE case

In view of the deregulation in the energy transportation market, RWE decided to find a way to stand out from its competitors by providing its customers with some additional value. The workshops led by EC enabled the key managers to identify the desired strategy and plan the specific actions. The company is currently on the best track to become a model provider of the desired customer experience.

THINKTANK case

Following Janusz Kamieński’s article, THINKTANK asked EC to prepare and conduct a series of one-day workshops aimed at educating the invited participants in the field of CEM. The workshops met with a very good reception.

A large hypermarket case

Prior to a big project aimed at developing a vision and strategy for the next 5 years, Executive Conversation organized a week’s trip to San Francisco and surrounding areas for a group of 35 top managers. The program included visits to the most famous companies of Silicon Valley and American hypermarkets.

Harvard Business Review case

Harvard Business Review organized a few hours’ workshop on CEM conducted by the undisputed guru of Customer Experience, Bernd Schmitt from the U.S. EC was invited to enrich the speech of the guest. After his performance, Janusz Kamieński delivered a 1.5 hour presentation of the Polish projects in the field of CEM. The participants had the opportunity to discover not only how it is done in the U.S., but also in Poland!