- Customer Contact Strategy
Customer contact that makes the difference
for your organization
One independent strategist who quickly sees what’s going on for you, pushes through until your strategy is in place, and makes sure you can carry it forward yourself.
“
Cynthia is an innovator in the customer contact industry. She generously shares her knowledge and makes herself available so you can achieve your goals together.
Mariël Dommering
Founder @ Locus Quest
Trusted by
-does this sound familiar?
Customer contact is costing you more than it delivers
Your customer contact department is under pressure. Wait times are climbing, turnover is high, and your team is putting out fires every week. You know something needs to change, but where do you start? Meanwhile, the rest of the organization wonders why it costs so much and delivers so little, while you know there’s more potential if only the basics were in order.
High turnover: you train people up, and they're gone again
Processes aren't in order, everyone does it their own way
High turnover: you train people up, and they're gone again
No insight into what's really going on, the numbers are there, but they don't tell you anything
Every change stalls halfway, there's no buy-in
You're missing someone with the right expertise and the guts to tackle it.
- What you want
A customer contact department you're proud of
- A team that runs independently
- Clear processes that everyone understands and follows.
- Employees who know what's expected of them
- Lower costs through more efficient ways of working
- Satisfied customers who show it
- A strategy that fits who you are and holds up after I leave
What I achieve for you
€150K savings per year and 50% less manual work
More efficient processes and a lower workload demonstrably bring down operational costs.*
This is achieved through:
Improved collaboration and more trust within the team and the rest of the organization
Insight into what's really going on, through reports with numbers that actually mean something
Having the right people in the right place, with clear roles, clear expectations, and a team that knows what they're working toward
A strategy that holds up, your team leads and managers can carry it themselves, and the organization is structurally better off once I leave.
* average annual savings among clients with a customer contact team of 20+ employees
How I work
Two ways to work together
01
Customer Contact Strategy
The right strategy for your customer contact
You know something needs to change, but you can’t quite put your finger on it. I bring a fresh perspective, analyze what’s really going on, and say what others don’t dare to. The result is a clear customer contact strategy that fits who you are, matches what your people can handle, and holds up after I leave.
- Diagnosis of the current situation: structure, people, and approach
- A clear picture of where things get stuck and why
- A concrete, tailored customer contact strategy
- Recommendations your team can apply right away
Suited for
Organizations looking for the right direction. You execute the strategy internally, I provide the plan and the insight.
02
Strategic oversight
I safeguard the strategy while you build
The strategy is in place, but execution is complex. Priorities shift, teams get stuck, and the original direction slips out of view. I step in as the project manager who safeguards the strategic line and guides the rollout. I stand alongside you, with oversight, expertise, and the independence to say what I see. Even when that’s difficult.
- Project management of the strategic rollout
- Safeguarding the strategic objectives
- Coaching team leads and internal drivers
- An independent sounding board for leadership throughout the process
Suited for
Organizations who want to see the strategy actually executed and need someone to hold the line and push through when things get tough.
From first conversation to results
How we work together
Step 01
Introduction
We’ll discuss your situation, what you expect, and whether it’s a good fit. An honest conversation about whether I’m the right person for your challenge.
Step 02
Intake & diagnosis
In the first phase, I get to know your organization. I talk to your team and look at the situation with fresh eyes. I map out what’s going on, where things get stuck, and what’s truly needed.
Step 03
Strategy & plan
Based on the diagnosis, I put together a clear customer contact strategy. Concrete, actionable, and fitting who you are.
Step 04
Rollout & embedding
I oversee the rollout as project manager, coach the team, and make sure the change sticks. The organization stands on its own once I leave.
Who is Cynthia?
Cynthia Mak
Customer contact strategist & sparring partner for leadership and management
With more than 20 years of experience in customer contact, I know exactly where things get stuck and how to solve it structurally. I’ve worked across a wide range of sectors: from healthcare to retail, from government to professional services.
I’m not a consultant who drops off a report and leaves. I stand alongside you, say what I see, even when that’s difficult, and make sure the organization can stand on its own once I’m gone.
Lean Black Belt
Certified change expert
Years of customer contact experience
Retail, healthcare, government, and B2B services
Independent
No agency, no team, one strategist fully focused on your challenge
Testimonials
What others say
