"Closing the loop with your customers is crucial on your mission to become a customer experience leader and secure your long-term success. It requires passion and engagement across your organization as well as super-efficient processes and excellent operations"
Years in business
Years as director, MD, CEO
Years international
In consulting
Interim management of large inhouse and multi-channel customer operations; outsourced partner management of external contact center operators; develop and implement restructuring measures
Co-creation of wholistic CX concepts and support/coaching during implementation phase; workshops on customer journey mapping
Advice and impulse on how to drive cultural change to become a cutomer centric organisation
Supporting organisations on implementation and operation of NPS on brand and transactional level; hands-on workshops on CX analytics
Assessing existing setup to provide advise on how to organise and implement an effective customer experience management across your enterprise
Supporting organisations to become more digital and at the same time lower volume of expensive interactions via traditional channels
Driving customer experience across functional boundaries; Leading operational units with up to 1.000 employees; with intercultural competence and international experience
I am a passionate hands-on manager using co-creation, a collaborative management style paired with a strong focus on numbers to generate sustainable results
Improving tNPS by 40 points in 21 months; boosting customer satisfaction from 63% to 85% while lowering operational costs; transforming an organization to become customer centric
Michael Stinner was responsible for customer operations at Tele2 Germany. With his passion for customer experience we were able to push customer satisfaction from 63% to 85% while substantially lowering operational costs
Together with Michael we have transformed Tele2 Netherlands from a siloed teleco with an inside-out focus into an agile and customer centric organisaiton pushing tNPS by 40+ points within less than two years
Michael has provided our youSee brand with valuable advice on their journey to become the most customer centric telecom brand in Denmark. I appreciate his passion and hands-on approach.
Michael has taken over the program management for implementing a global target operating model from January until June 2020. Thank you for going the extra mile in developing our teams, bringing them into structured thinking, directing a productive mode of working and providing valuable advice
I am curious and open minded, loving the change while being loyal and trustworthy and a person easy to connect and work with. Facts matter and I am result driven while being fair and challenging with a great passion for CX
Customer experience management touches all areas of a business and therefore requires to be a top priority set by senior management. A cultural change represents an important corner stone on such mission. Well working closed loop processes between customers and the business are crucial to generate insight and drive continuous improvements. To get there, excellent customer operations and processes across all functions are mandatory.
I am a hands-on manager working together with my clients to drive customer experience with a pragmatic approach customized to my client's needs. My aim is to produce results and better customer experience quickly and not just a series of good-looking slides.
When it comes to a short assignment (e.g. CX assessment) I typically work together with a team from my client while an interim management assignment can last for several months. If an assignment requires additional workforce I am more than happy to connect with freelancers and consultants from my network.