Innovate & transform successfully through
customer-centricity
customer-centricity
We support your customer-centred efforts, from insights to a strategic program, to create short term impact and long term value.
U.sentric is very good at conducting thorough research into the actual needs of users and involves them and other stakeholders intensively throughout the entire process. They always strive for the best feasible approach for us as a customer.
U.sentric supported us on a strategic level and successfully identified the needs and opportunities for the UX Centre-of-Excellence, its formalisation, governance, communication and activities towards different stakeholders in Elia Group.
The focus was on process optimization to ensure that an improvement of the existing application will benefit account managers as well as the citizens as much as possible.
U.sentric conducted interviews with customers insured by a brokerage company, according to the method of 'co-constructing stories'. To confirm the findings of this qualitative research they conducted a quantitative validation with 300 respondents.
Through customer understanding, we help leaders craft successful strategies that align people, processes, and solutions with customer needs and requirements. The goal of these strategies is to create sustainable advantages and differentiations that will reduce churn and increase customer willingness to pay.
The department of Work and Social Economy asked us to help them define a customer-centered strategy to align the way different parts of the organization work. This resulted in a customer-centered strategy crafted with all internal stakeholders and based on customer insights. This strategy was used to define projects to improve the customer experience.
We help you reduce the inherent risk to innovating by understanding your customers and their needs. Through Human-Centered design techniques, we enable you to create and improve solutions in a shorter amount of time and with higher chances of success.
Medec asked for our help to create a modern anesthesia machine that was different from what was on the market. Based on our observations of what anesthesiologists actually do and need in the operating room, we helped create the blueprint of the Caelus, a machine adapted to the needs of the HCP.
Every process has a recipient, and if that recipient is a customer, it’s important to understand what they value and why. We help you understand what your customers expect, and support you to adapt the processes accordingly.
NICC asked for our support to guide their digital transformation effort from a user perspective. This resulted in a digital transformation that is making technology work for the forensic teams, rather than them having to adapt to the technology.
Development can rapidly spin out of control if there is no constant feedback from the customer. We help you keep an eye on the customer or user’s requirements to ensure development stays on track and problems are addressed immediately, and not when launched.
Niko asked our support to ensure the successful launch of a new solution for a specific target group. We helped create both offline and online manuals, tailored to and tested with the target group, to ensure the highest possible customer satisfaction.
User Experience is a way to ensure digital solutions are both usable and enjoyable at the same time. We support you in embedding UX in the current development processes in your organization.
Elia asked us to help them embed UX in their structure and development processes. Together we created a clear roadmap on how to achieve this and the foundational elements required to kickstart the team’s growth, such as communal tools, techniques, and methods.
The Customer-Centered Maturity Model (CCMM) is an in-house developed tool that examines how customer-centered your organization is. The model and accompanying assessment analyze the organization on 5 important organizational dimensions: Leadership, Process, Resources, Culture, and Structure.
The model aligns these 5 dimensions with the requirements of your customers, which allows you to understand if and how you can differentiate yourself through a customer-centric market approach.
The model and assessment provide your business with an unbiased foundation to prioritize efforts, effectively allocate resources, and align stakeholders.
An organization can only become fully customer-centered when they are able to (1) capture, (2) spread, and (3) act on customer information. However, we frequently see organizations perform 1 or 2 activities well, and fall short on the rest. This creates 3 distinct archetypes of unbalanced organizations from a customer-centricity perspective.
An organisation’s ability to be customer-centered is rooted in its ability to manage information. Customer centric companies are able to manage 4 information processes well: (1) gather information about its customers, (2) translate that information into usable insights, (3) share those insights throughout the organisation, and lastly (4) react to those insights.
This list ensures that you value the complaint management process as an inherent part of your organisation’s capability to listen, share, and react to customer information. If you are not listening to your customers when they complain, you are disregarding a valuable source of information and opportunity for improvement.
The first use set up for the new universal remote control lead to frustrations, the need for additional Call Center support, an increased number of returned products and a negative impact on the brand image.
By performing both qualitatieve and quantitative research on a representative sample of customer, we helped PHILIPS improve their first use set up for universal remote controls for television, inceasing customer satisfaction tremendously.
