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.
Deliver +1
In our last post, we explored how to uncover your customers' desires to deliver a stellar buying experience. Today, we're diving into the concept of "Deliver +1," a strategy to elevate your customer service to stratospheric levels. But don't worry, I'm saving the juicy details of the "1% Rule" for the next post—because who doesn't love a good cliffhanger?
Consistency is the secret sauce to any exceptional customer service experience. If your goal is to transform satisfied customers into Raving Fans, you must transcend the mundane and deliver above-average service. Here's how:
1. Avoid Offering Too Many Customer Service Options
While it's tempting to cater to every whim, too many choices can muddle your original vision. Instead, focus on one or two standout customer service techniques that will make you the talk of the town—or at least the industry. Let AI lend a hand here; it can help streamline your offerings, ensuring they align with your vision while still wowing your customers.
2. Fine-Tune Existing Systems
Before adding shiny new programs, ensure your current systems are running smoothly. Launching a new initiative without ironing out the kinks in the old ones is like trying to install a turbo engine in a car with a flat tire—counterproductive, to say the least. Use AI to identify bottlenecks and optimize current processes, ensuring efficiency and effectiveness.
3. Put Solid Systems into Place
Once you've chosen your offerings, implement a system that delivers consistently. This means having the right people in the right roles, backed by technology that ensures a seamless experience every time. AI can play a crucial role here, providing predictive analytics to anticipate customer needs and enhance satisfaction.
4. Good Training is Key
With your system in place, train your team to use it effectively. Proper training ensures your staff delivers the results your customers crave. While training is vital, remember that a little appreciation goes a long way—think of it as the sprinkles on top of a well-baked service cake. AI can assist in personalized and adaptive training, helping your team stay sharp and cohesive.
I hope this gives you a glimpse into what it takes to build a quality customer service system. If you're feeling overwhelmed, don't hesitate to reach out. I've got a treasure trove of resources, tools, and coaching to help you achieve customer service excellence. Let’s make “Deliver +1” more than just a concept—it’s your new standard.
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