Creating differentiating client focused service level propositions

Result:
In order to provide a full power solution and create on a long-term relationship with our customers, the Pon Power  Group embarked on a journey to develop four different service level propositions, catering to all different customer segments within Marine.

Project:
The Netherlands and Scandinavia teamed up in a multidisciplinary team involving, blackbelts, marketeers, sales- and account managers. Current Customer Service Agreement (CSA) offering is analysed, and 10 Interviews are conducted to test the first set of propositions and construct the Values, Benefits and Attributes maps for the marine market.

A customer journey is constructed to provide insight into the prime and service sales process, as well as all brand touchpoints between Pon and our clients. The VBA map and customer journey form the basis for the next steps: the development of the service level propositions and its sales kit.

– Customer interviews
– Strategy & positioning
– Proposition development
– Customer Journey Mapping
– Ideation
– Service design & sales kit development