The Nextep Sàrl - Business Alignment

Discover the Customer Employee Experience Model

that will drive your business performance by engaging your employees and enhancing your customer experience and loyalty.

As a company that wants to make a difference and stand out, there is nothing standard about your people, your plans, or what you do. If you’ve ever tried an off-the-shelf solution for your business, the disappointing results you got are a testament to this uniqueness.

That’s why we’ve developed the Customer Employee Experience (C.E.E.) model. Based on 25 years of practical application, this approach is 100% tailor-made for your company and uses your existing assets to ensure an intuitive and cost-effective implementation.

We believe that you already have all the talent and creativity needed to be successful. The only thing standing between you and your goals are smoother processes that will unlock this talent and give your people room to innovate and grow.

With our C.E.E. Model, we acknowledge the individuality of your organisation and co-create your unique employee and customer experience journey in alignment with your purpose and vision.

The Customer Employee Experience Model

The result is a work environment that allows everyone to perform at their optimal levels and attracts and retains top-tier talent, creating an unrivaled customer experience. Or put another way, if you are looking for lower costs, higher turnover and increased profits delivered through differentiated and sustainable business processes then you need what we’re offering you.

How we do it?

The C.E.E. model guides the unraveling and redesign of processes that get results for organizations of all sizes.

The C.E.E. Model - Business Strategy

1. Business Strategy

For any new process to work seamlessly in practice (and not just look good on paper!), it has to be fully aligned to your vision, strategy and objectives.

Therefore, we start with a structured workshop to bring together wisdom, ideas and best practice from within your company, even before defining a clear need, practical process and action plan that works with your current resources and preferred methodologies.

Customers are the lifeblood of every business. And happy customers not only stay longer, but tend to spend more with their chosen organizations.

In today’s competitive world the customer experience needs to be carefully designed and monitored to ensure traction and loyalty.

At this stage of the C.E.E. Model, we’ll co-create processes that take this into consideration across all segments of your business, ensuring that all employees understand their role in the customer experience. By achieving this, your customers will be able to enjoy a consistently high standard of service that’s hard for your competitors to match.

The C.E.E. Model - Business Strategy

2. Customer Experience

The C.E.E. Model - Business Strategy

3. Employee Experience

When the employee journey, at all levels of the organization, is mapped to the company strategy and customer journey, the resulting work environment can significantly increase employee engagement, customer care and business performance.

We’ll facilitate business process workshops, to share the in-house best practices, gaps and opportunities identified in our in-depth assessments and interviews with you. We will also work closely with your leadership teams to translate our findings and recommendations into a practical action plan so that all functions are bought into, allowing for the smooth implementation of process improvements without the need for additional resources.

As the name suggests, the role of Key Performance Indicators is to drive a consistently high level of business performance. However, as businesses grow and evolve, KPIs often get left behind, harming instead of protecting performance.

Using our C.E.E. Methodology, we’ll productively steer you towards a clear and manageable set of effective KPIs that work together in meaningful ways to enhance performance and growth at all levels.

By working closely with your stakeholders, we’ll ensure that there is universal buy-in for the resulting systems for smooth implementation while reducing the time-scale in which you can expect to see results on your bottom line.

The C.E.E. Model - Business Strategy

4. Business Performance

They trusted us

Leica
Stryker
Yum
Hirslanden
Mustad
The Jacklin Language Center

Selected case studies

A branded customer experience

How over a period of 18 months, this premium food brand increased their organic growth target by 12%, increasing customer loyalty by over 25% and confirm their brand as premium, differentiating from the competition. How did they achieve this? What was their secret?

Discover

Streamlined and efficient operations

How a global institution increased internal customer satisfaction and efficiency over a 6 months period? What was the change mechanism to address the resistance?

Discover

From a project to an operational site

How over a period of 18 months, this one of a kind center of culture, achieved to break-even in a complex and challenging environment?

Discover

What my customers think of me

I mandated Vindou to come and review our HR processes.

With professionalism and high ethics, she uncovered the sources of dysfunctions and knew how to bring them to the table, making the appropriate recommendations, while respecting the organization culture. She adapted her style to the organization without losing the core message. She knew how to balance the global perspective with a detail orientation.

She is an extremely reliable partner. If the opportunity arises, I would rehire her immediately.

Pierre-Paul Cornet Director Human Resources - Geneva Hospital University

Based on a recommendation from IMD, we had the pleasure to partner with Vindou in the development of a performance management tool specific to our organization.

She worked closely with the top management to understand our culture and values and develop a tailored tool under the name of “Personal Business Commitment”, adapted to our entrepreneur mindset.

We are pleased to say, that with some variations linked to the evolution of the organization, the tool is still used.

We appreciated working with Vindou, her ability to extract the best practices from her diverse background, allowed us to build a unique tool for our company.

Her strength was to transform an HR process into a business driver.

We would recommend Vindou to any organization looking for an employee-centered approach.

Hans Mustad Mustad Hoofcare Group - Group CEO

We had pleasure to have Vindou onboard working with us on various HR projects like HR Electronic tools implementation and Global HR process improvement project.

Vindou is a kind of person who knows where to go and she always tries to take an innovative approach.

She does not hesitate to challenge you and to put you out of your comfort zone to make you think out the box in order to find the best solution for your organisation.

I do not hesitate to recommend Vindou and I hope, if an opportunity arises, that we can work together again in the future!

Olivier Dugenet European Broadcasting Union - HR Partner

Our boutique fitness studio, MIX Studio, opened in the Summer of 2017.  We hired Vindou as strategy and business advisor and head of our HR department.  Her extensive analytical, budgeting and forecasting skills, combined with deep seeded understanding of accounting and small business operations gave us visibility and clarity over our business performance.  As head of our HR, she was a tremendous resource helping us navigate and establish operating systems and we relied on her expertise when it came to creating contracts which would be unique to our business model.
 
She is an active listener and asks insightful questions that help valuate the business need and establish the criteria for a successful solution. She is a trusted confidant with a wealth of experience to draw upon as we continue to grow and face more business opportunities and challenges.

Alessandra Bessler Founder - Mix Fitness Sàrl

Je ne peux que vous conseiller de travailler avec Vindou.

En effet, lors de notre premier appel, j’ai ressenti dans sa voix la sincérité et surtout de la bienveillance. Et je ne mettais pas trompé. Vindou est vraiment une personne bienveillante qui est d’abord là pour nous aider, pour nous accompagner dans notre parcours difficile. Son objectif est vraiment de nous aider et elle ne va pas perdre du temps pour rien.

Toujours à l’écoute, elle a tout de suite ressenti le moment où il était temps de me laisser voler de mes propres ailes. Elle continue à prendre de mes nouvelles. Je ne peux que la recommander.

Wiam Firouzabadi Founder - Vojood Group Sàrl

I worked with Vindou for several years and found her to be intelligent, concise and thoughtful.  She constantly challenged us to find new ways to solve problems and/or issues and was extremely service oriented.

She always brought us back to focusing on the issue at hand when we went off track.

Arlene Madell Museum Executive

Vindou has been a phenomenal help in managing all of the human resource related topics and administration for Joby Inc in Switzerland. She was a great sounding board and helped me overcome and solve issues that were created before we worked with Duallis.

Next to that Vindou was always flexible, thinking outside the box and very pleasant to work with. I would without doubt work with Vindou again and can recommend her without reservations.

Sandro Fulgheri Vice-President International Sales, EMEA & Asia Pacific - Joby Inc.

I worked with Vindou during the Summer of 2011 while I was Chairman of Bacula Systems and Vindou was an HR expert who advised the company on a variety of founder/management issues: Vindou provided valuable and professional advice in a very timely manner and saw the company through the resultant transitions, advising on the full range of HR matters from CEO recruitment to the establishment of internal processes.

I can highly recommend the quality of Vindou’s advice, her ability to see the 'big' picture and her willingness to go the ‘extra mile’ to assist her clients.

Colin Turner Chairman (Non-Executive) - Bacula Systems

Vindou supported us for 18 months in defining our 3 year strategic plan and helping us review our workflows in different areas of our institution. Her experience, expertise and practical style along with her out of the box thinking has been instrumental to the organization and to the development of the teams. 

She quickly developed a high level of trust with our teams that allowed for deep-dives into our processes and procedures. It should be mentioned that our organization operates in the cultural sector, one which Vindou was not familiar with when she began with us.

Through personal research, she learned about our sector very quickly and was able to drive fantastic outcomes. We would highly recommend her to anyone who wishes to drive change and optimisation in their organisation.

CEO Private Organisation, Canada

The first step is for us to have a free
1 hour exploration call

When you are about to embark on a journey of transformation, it’s important to find the right partner for you, a team with whom you feel at ease with and are excited to work with.

In this call, we will discuss your situation, how my model could work for you and decide together if we are a match.