Creative

Details
  • People live in their own paradigms. And at work, because of bureaucracy, unwanted procedures, standards and alliances created a long time ago, it is really hard to adopt an innovative, creative approach. In EC we have facilitators who are able to get the participants out of their collective and individual blocking thought patterns, and plan innovative changes for the better.

Design and Planning

Details
  • Even the best architect sometimes needs to work with their customer in such a manner as to make sure that the final product will be accepted. Similarly, EC consultants conduct their workshops together with their customer’s employees (top management, project groups, rank-and-file employees, etc.) so as to jointly determine the most significant aspects of the company’s functioning (e.g. a brand promise, customer experience at every touch point, customer relationship processes, work procedures and standards).
  • Sometimes you need to transform certain ideas into concrete action plans. We use the tools of strategic and operating planning which enable us to construct a detailed course of action aiming at the realization of particular visions, goals, ideas or tasks.

Strategic

Details
  • How many companies only claim to have a strategy... And in how many cases even top management representatives asked about their corporate strategy answer a completely different question... Does it mean they do not have it? No! There is always a strategy. Even a lack of strategy is a strategy in fact. The trouble is that a strategy should be well-thought-out, commonly understood and accepted, and that it should be a strategy of success, not failure.
  • EC consultants are business people. Therefore, our strategic workshops always have a practical and strictly business dimension. Interestingly enough, the concepts like Mission, Vision or Strategy turn out to be quite simple, and even entrancing and encouraging to be implemented.

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!