Eric Fraterman

I am the person behind Customer Focus Consulting. With more than 25years experience in a wide range of industries, I am absolutely passionate about my work. In this line of consulting you cannot succeed without passion, especially for treating customers and employees right. I am totally focused on one issue and the theme of my work is always Sharper Customer Focus for a Sharper Competitive Edge. I help clients bring the customer inside their organization and then identify, measure and manage opportunities to meaningfully improve the Customer Experience. This sharper Customer Focus results in higher customer satisfaction, loyalty and long-term, sustainable profitability.

At present I do much work around managing and improving the day-to-day customer service. I use a widely proven and affordable Customer Experience Workshop methodology for quick results and developing a longer-term game plan. It invariably provides high value to my clients.

Also, I have found that many B2B companies have insufficient insight in their Share of Wallet of key customers and who loses and wins. My work provides concrete insight in those dynamics and the underlying drivers.

Background Information:
I am a seasoned organizational consultant, with more than 25 years of international work experience, first in advertising and marketing. During the last sixteen years I have provided management consulting services, including service quality consulting, change management, marketing strategy and research consulting.

I have a sound 'Big Six' consulting background: Prior to becoming independent, I worked for eight years with (then) Coopers & Lybrand Consulting where I helped develop and set up the successful Center for Excellence in Customer Satisfaction.

Specialties:

Customer Service improvement;
Customer Experience management;
Improving B2B key account relationships for increased Share of Wallet.

I have passion for this work and a real knack for getting results.

I AM ALSO AN EXPERT WITNESS FOR CUSTOMER SERVICE