Anca van Assendelft
“Stillness is not the absence of movement, but the presence of intention"
Anca weaves strategy with somatic wisdom, listening beyond words to map the unseen currents that move organizations.
Anca is a seasoned executive, with 20+ years coaching, consulting and client-side experience who “ignites, impacts and interlocks” with a passion for analytical rigor with around-the-corner vision and deep compassion.
Her focus is on helping individuals and teams connects the dots between aspirational vision and operational realities. With a bias towards deep discernment and “operating from the core,” Anca inspires development of the individual and organizational resiliency fabric of tomorrow, leveraging the best of an individual’s and organization's DNA, capacities, and capabilities, while providing strategic and pragmatic guidance for a better tomorrow. Anca helps them answer the questions "who are we?" "what do we stand for?" "who are we becoming?" and "how will we get there?"
She helps clarify strategic goals, key considerations and implications in the context of the larger strategic landscape and key individual and organizational success metrics. In working with organizations, her focus is on accelerating growth and strategic transformation - driving technology enabled change and innovative solution strategies to help companies create efficiencies and transform customer experiences.
Her industry experience includes working with a range of organizations, teams and individuals in high tech, retail, CPG, financial services, and manufacturing – including Fortune 50, scale-up and start-up environments. Her experience spans large corporate transformation, go-to-market and digital customer engagement, product development, and M&A in North & Latin America, Europe, and Australia.
Anca currently works as strategic advisor and senior executive coach at the BOD and C-suite level, consulting with organizations worldwide on growth strategy, customer engagement, and innovation. She helps those clients accelerate their transformation by collaboratively developing a high-level roadmap and strategic path forward – while supporting the sr executives in refining their personal peak performance architecture (P3A™) and taking full-on action as embodied, integrated leaders.
Anca currently works as strategic advisor and senior executive coach at the BOD and C-suite level, consulting with organizations worldwide on growth strategy, customer engagement, and innovation. She helps those clients accelerate their transformation by collaboratively developing a high-level roadmap and strategic path forward – while supporting the sr executives in refining their personal peak performance architecture (P3A™) and taking full-on action as embodied, integrated leaders.
Anca is completing her Professional Certified Executive Coach (PCC and IECC) at IMD Leadership in Switzerland and is a graduate of the Wharton International MBA program, Princeton University, and Sealift Academy, with master certification in breath experience for business, psych-k alignment, and Elementum somatic coaching. Anca is fluent in English, Dutch and German, with conversational French and when not working, she is Adventure Racing, or writing poetry.
The GR3 Difference
We are not consultants. We are partners in your evolution.
Every engagement is custom-designed, grounded in two decades
of proven results at the highest level.
No formulas. No off-the-shelf playbooks.
Only what works—for you.
Another Secret Revealed
In our previous discussion, we unveiled the first secret to crafting a robust customer service strategy by establishing a clear vision for your business. Today, we're diving into the second secret: transforming satisfied customers into ardent supporters. Understanding what your customers truly desire is paramount. By familiarizing yourself with your clientele, you can better serve their unique needs. Demographics play a crucial role here. An affluent woman in her 30s will have different expectations than a blue-collar worker in his 50s.
Here's how to discern what your customers want as you shape your service strategy:
Listen to Your Customers
Ask Your Customers Sincerely
Offer More than Just a Product and/or Service
Know When to Ignore Them
Listen Without An Agenda
Each step is integral to enhancing the customer experience.
Listen to Your Customers
It's essential to hear both what your customers say and the silence in between. Sometimes customers ask for lower prices, but what they truly value is faster delivery. AI can help analyze purchasing patterns and feedback, offering insights that go beyond the obvious. Pay attention to your "silent" customers—those who've given up on voicing complaints. AI-driven sentiment analysis can identify these patterns, helping you re-engage disenchanted customers before they drift away.
Ask Your Customers Sincerely
Sincerity is key when seeking customer feedback. Customers can tell when inquiries are disingenuous. Use AI-powered surveys to ask thoughtful questions and analyze responses, ensuring you truly understand their experiences. This technology can help identify underlying sentiments and areas for improvement.
Offer More Than Just a Product and/or Service
Today's consumers seek more than products—they want enriching experiences. AI can enhance personalization, tailoring interactions to individual preferences and needs, making every engagement feel special and valued. This level of customization fosters loyalty and promotes positive experiences.
Know When to Ignore Them
While it might seem counterintuitive, you can't please everyone. AI can help identify customer segments that align with your business goals, allowing you to focus on those who genuinely benefit from your offerings. This helps maintain a clear vision and ensures resources are used effectively.
Listen Without an Agenda
True listening requires an open mind and a genuine desire to understand your customers, free from preconceived notions or agendas. When you listen without trying to steer the conversation towards a particular outcome, you gain insights into your customers' authentic needs and concerns. AI tools can assist in this process by analyzing feedback and identifying trends without bias, allowing you to respond more effectively. By embracing this approach, you ensure that your customer service strategy is genuinely aligned with the voices of those you serve, fostering trust and long-term loyalty.
These strategies will guide you in understanding your customers' desires and refining your customer service vision. If you find yourself at an impasse, don't hesitate to reach out. I'm here to offer guidance and support as you navigate this journey, leveraging AI to enhance your customer service approach.
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