Make Your DNA Revolve Around Customers. Get Your Organization Ready to Deliver.
This 4-5 hour workshop teaches you how to tear down the barriers that prevent your company from thinking“experience” instead of silo-based operational execution. Often used to get leadership on the same page, this
workshop puts leaders quickly into groups for discussion of current customer performance. The group moves on
to understanding what value needs to be delivered to customers and where differentiation should occur. A
common language set is started for defining the customer experience and the organization experience, is armed with tools for
advancing the work throughout the company. This workshop is described by many experiencing it as a“watershed” meeting, where leaders uniformly got on board. This workshop is equally successful in a businessbusiness
operation as well as in a business-consumer operation. The workshop will help you to examine and
evaluate the fundamentals necessary for driving a customer agenda for your organization, including:
 Your Organization’s Cultural & Leadership Readiness For Change
Organizational Structures and Models for Driving Change
The Core of Power & Competency in Your Organization
Evaluating & Crafting a Strategy To Work For Your Company
Life through Your Customers’ Eyes
What’s the experience of your customers today? What is their life like when they interact with you?
Companies become beloved by having pure intent for doing what’s right for their customers, not by standing
behind the polished veneer of brand and positioning. They are reliable without fail. They trust their
customers and those who serve them. And they know when to say they’re sorry – they have a human way of
making the customer feel okay after failures occurred. And the experience they deliver reinforces these
principles in the collective interactions of the organization.
This workshop begins 1-2 months prior to the event with Jeanne Bliss living the life of your customer in 5 key
contact points that you identify. For example; she calls your call center repeatedly, purchases your
products, goes to your location (when desired) and talks to your customers. Jeanne essentially gets to
experience what your customers do. Then, in the workshop, using the information collected, cross-company
participants dissect the stages of the experience and the key contact points. First, the customer experience
is played back as Jeanne experienced it, backed up by other customer data collected by you. Next, teams
dissect how the organization took actions to deliver that outcome. They diagnose the missteps and identify
opportunities. Through bringing together parts of the organization that don’t normally work together, the
dependencies are identified which are required for delivering an improved customer experience. The customized tools created give you a path to move forward on well after the workshop has concluded.
|
