Hi! I’m Laurence Wilmet, founder of KINGCUSTOMER.
Field experience and innovative tools at the service of your performance
Our workshops are based on more than 20 years of field experience as a manager in marketing, digital and customer experience within large companies (Wanadoo, Orange, Worldline). They are intended to be a simple response to the demanding reality of these fields: growing customer expectations, increasingly complex multi-channel environments and the need to deliver concrete results within ever shorter deadlines.
A field experience, combined with proven and innovative methodologies, this is the recipe we offer to guide you step by step in the design and implementation of a customer-centric company, that creates value and customer engagement.
At both Orange and Worldline, I have experienced the set-up of automated lifecycle campaigns to increase value, customer satisfaction and reduce churn, using advanced analytics and predictive scoring.
I set up and managed for 3 years the Customer Test Center of Orange Belgium and contributed to the integration of the customer point of view in the marketing process. This transformative experience convinced me of the benefit of integrating the voice of the customer to save time and money: no more hours of useless discussions around presumed customer opinions, no more product launches that disappoint and struggle to meet customer expectations or convince sales people. A simple test with users can anticipate and avoid many problems.
I completed this experience by adopting methodologies that place the customer at the center of their approach, such as Design Thinking, Value Proposition Canvas or Lean Start-up.
All our workshops start with and for your (future) customers and support your teams in adopting this new way of working.
Digital has been part of my career from scratch, and is more than ever key – together with data – to support your business growth and engage your customers. Whether in a web agency or as a digital manager, I have supported many companies in their digital transformation and in the implementation of innovative digital projects. Beyond the mastery of technological issues, user experience and customer relationship dynamics, it is above all the contribution of these tools to the creation of value and their potential for simplification, automation and experimentation that stimulate my creativity.
I also teach courses in these areas in higher education, and currently at the ISFSC (E-business and E-marketing).
From strategy to implementation, we guide you in the adoption of innovative and agile way of working: Design Sprint, Design Thinking, delivery in agile mode, adoption of a test culture in order to adjust, modify your product according to customer returns. We have distilled these methods in our workshops and in a learning-by-doing approach we support the transformation of your teams.
Certifications: Scrum Master, Design Thinking, Hubspot, Google Ads / Search
I’m a strong believer that soft skills are as important as hard skills to create sustainable results and engaged teams. To support the transformation of your teams, I can draw on a wide experience of team coaching integrating various profiles. And as an ANC practitioner (Neurocognitive and Behavioral Approach), I invite your teams to identify the sources of motivation and fulfillment; cultivate adaptive intelligence to approach complex and delicate situations without stress and manage emotions (one’s own, those of others) to facilitate communication and collaboration.
Ad hoc contributors
To serve you at our best, we have a network of facilitators that can reinforce the team.
These people share our values, our methodologies and are CUSTOMER LOVERS.
Ready to boost your business?
and how to engage your customers.