click the individual
The click process begins and ends with the individual.
It is based on the simple premise: everyone is different.
Yet the world we live in would suggest otherwise. Nowhere is
this more evident than in the area of ‘customer relationships’.
The principle reasons for this profound ‘disconnect’ between organisations and the people they seek to serve are:
- One-size-fits-all: a process-led generic approach that is sterile and lacks the human touch.
- The on-line experience: customer has a certain data profile therefore customer will want to buy x. But, no two people who may have similar profiles are actually the same.
- Behavioural variables: have a major impact on both sides of every human touch point but are deemed too difficult to operationalise and so are left out.
- Training that fails to stick: many training methods are available but few organisations have been able to take that learning and embed it, measurably, in their day-to-day business processes.
click is different.
Based on simple yet powerful principles, click shows people
how to connect
Result: the people within the organization are able to keep the focus on the real needs of each individual customer.