Our Approach

To provide you with optimal value-added, we will always provide a 360° perspective of your challenges.

Understanding your needs, challenges, and ambitions, is always the starting point of our approach.

Regardless of whether the subject is strategic, tactical, or operational, we like to hear your story. In order to obtain a complete picture of the challenges you are facing, we will use our semi-structured interviewing methodology.
With your consent, we conduct quick scan of the internal/external situation and we provide our initial reflections.
Upon reaching a mutual understanding of your situation and goals, we will articulate short -and long-term options for your consideration.
Upon an agreed scope, we create the program charter (e.g. objectives, strategies, deliverables, quality metrics, budget, risk, and time frames).
At each stage, you will be in the position to choose the direction which you think is best for your organization.

Our Solutions Portfolio

Solutions designed to boost your Results!

Our services encompass the complete organization advisory spectrum from strategy development and digital transformation maturity roadmaps, to governance articulation, business process re-engineering, CX-enhancements, AI value chain enhancements, digital marketing, e-commerce, and loyalty management.

In addition, we also provide operational, hands-on support to reach prospective customers more effectively. Our support includes customer insight, digital marketing (SEO, SEM, SMM, CR optimization), proposition development, multichannel CRM, and platform architecture.

The following overview gives you an idea of the expertise that our teams bring:

Strategic Alignment and Business Planning

360° situational review, including business portfolio assessment, strategic review, and international benchmarks.
Ecosystem analysis: used synergies between customer segments, experience journeys, across (governmental) platforms, products, and services.
Vision, mission, ambition articulation, governance operating models, service concept, product/service portfolio and innovation, stakeholder management, strategy deployment
Business planning process management, incl. 3Y business plan objectives articulation, programs development, functional resource planning, and operationalization.
Development of KRAs, Balanced Scorecard & KPIs, and leading process metrics.

Digital Transformation

Current state assessments, including:
1. Ecosystem review (e.g. channel and digital product review, customer segmentation, and life cycle assessment).
2. Digital Transformation Maturity Assessment from eight success perspectives.
3. Ecosystem or competitive benchmark.
Bottleneck and gap identification and root cause analysis.
Future state design, including:
1. Vision, mission, ambition.
2. Governance Operating model design as a foundation of Digital Transformation success.
3. Roadmap and implementation plans.
Design and implementation management of data governance operating frameworks, technology architecture, APIs, AI integration, data analytics, network, platforms unification, security, CDPs, and DXPs.

Organization Governance Design and Implementation

Design and implementation of organizational governance operating frameworks.
Governance instrument development, such as: RACI matrix, DoA policies, processes and procedures, process ownership, systems.
Compliance measurement systems design and operationalization.

Customer Centricity

Customer Centricity assessments and workshops.
Customer Lifecycle and Journey experience mapping.
Customer Journey effort score and satisfaction measurement.
Service Concept articulation, incl. identification of supplementary services, incl. service differentiators.
Service Positioning guide development.
Customer Centricity strategic roadmap articulation.
Customer touchpoint articulation (UX/UI) and implementation.

Omni-channel CRM

Customer interface process design.
Circle of contact design.
Customer segment service strategy articulation.
Customer interface design.
Alignment of customer touchpoints.
CRM system design.

Business Process Re-engineering

Value chain analysis and assessment of actual business processes up to hierarchy level six.
(Re)-design of all six process level hierarchies, incl. concept, operational processes, and flow charts.
Establishment of standard operational procedures (SOPs), key performance indicators (KPIs), and service-level agreements (SLAs).
System and platform architecture design.

Brand Management

Brand positioning benchmarking and brand perceptual mapping.
Brand positioning guides development.
Brand (portfolio) strategy articulation.
House-style manual development.
Customer/brand touch point translation and implementation.

Marketing Strategy

Market research, incl. consumer research, and competition benchmarks.
Internal and external assessment.
Segmentation and targeting.
Proposition development.
Customer-centric Product development.
Marketing strategy and mix-orchestration.

Digital Marketing

Identification and design of digital customer touchpoint interfaces.
User interface (UI) and user experience (UX), look & feel design, and copywriting incl. engagement scripts.
Search engine marketing (SEM).
Social media marketing (SMM).
Search engine optimization (SEO).

E-commerce

Buying process analysis.
Buying decision-making process design.
Funnel design and management strategy.
Customer touchpoint proposition presentation.
Conversion Rate (CR) management and optimization.

Loyalty and Retention

Database assessment and data insight analysis.
Consumer (satisfaction) evaluation.
Lifetime value (LTV) determination.
Loyalty concept design.
Retention strategy articulation.
Program implementation and management.

Business Development

Market exploration and mapping.
Business situation assessment.
Risk/opportunity analysis.
Entry strategy development.
Program management.

Taco Nieuwenhuijsen

Founder & Managing Director Encompass Marketing Solutions

I am a reflective change leader, bringing over 35 years of top -and bottom-line global management experience in international dynamic markets.

The commonality of my multi-industry experience has always been a Customer-Centric philosophy driven by data-driven customer insight.

My credentials include the conception and successful implementation of a significant number of MNC disruptive global change programs, financial turnarounds, Internet startups, and differentiating customer propositions in passenger air travel, consumer e-commerce, and technology services.

I enjoy driving complex programs from a holistic contextual perspective, adding new business concepts, orchestrating functions while engaging stakeholders, aligning overlapping processes, and integrating technology solutions.

Please contact me directly for an open conversation to discover what I can do to enhance your performance and reach your business goals: taco.nieuwenhuijsen@e-marketing-s.com