Serviat Crescere(To Serve is to Grow)

ALSMA, Shanghai – October 2013

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PAUL PLANT

Consulting clients in Europe, North America, Asia & Australasia

• 35-year career in media & telecoms

• Sales, Marketing, Strategy, M&A

• Former Group Product Manager, Yell Group

• Former Head of Sales & Operations, Yell.com

SPECIALIST CONSULTING SERVICES:

• Digital Transformation

• Organisational Change

• Customer-Centricity

• Start-Up Mentoring

Causes of Churn…

ROI/Value Perception Delivery/Fulfilment

we love making our customers happy

MobileLanding page

+1000 templates

Website

Fan Page Store locators & microsites

Solocal Website Offering…

Customer Retention

European Peers

c.70% c.85%

Wear and walk in your customers shoes!

Once Upon A Time…

Small Businesses

Sales Teams Sales Teams

Today…

Small Businesses

SalesTeams

SalesTeams

Local Web Design & SEO/SEM Shops

The world’s most customer-centric company…

Amazon Leadership Principles No.1

Customer Obsession

Amazon Leaders start with the customer and work backwards.

They work vigorously to earn and keep customer trust.

Although Amazon Leaders pay attention to competitors, they

obsess over customers.

Thank You

paulp@radicleconsulting.com

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