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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..

SAGE case

There were many workshops of this kind in our work. Here is a comment of one of our female customers: “The workshop led by Janusz Kamieński made us fully aware of where we are in our gaining an ability to manage the extraordinary/above average customer experience. Specifically, clearly, vigorously. Inspiringly. I would recommend it to everyone!"

Dominika Ludwiczak, SAGE

EDIPRESSE case

After the customer research and defining the brand positioning strategy, there were the design workshops which resulted in the creation of:

  • the value builders and brand promise
  • a list of customer experiences that are unique, distinctive and consistent with the strategy at all touchpoints
  • a description of the customer relationship process, including the required behaviors of the representatives of all departments and posts
  • the detailed guidelines for work procedures and standards and behavior.

 

The next stage was planning workshops which brought about the detailed implementation paths.

 

A large private manufacturing company case

The company planned to change its hierarchical management system into value stream management. Our creative workshops, that used the metaphor of the melting iceberg from which you have to escape, enabled us to change the participants’ way of thinking, plan and implement the new management system.