Total Customer Experience
Session One: Vision Work
Identifying Your Company's Unique Contribution to Customers
In a crowded, "me too" industry, if your customers think everybody is selling the
same thing, what is the tie breaker?
"The opportunity to stand out comes from focusing on a customer's total experience."
In this fast paced three-hour session we help leaders identify the distinct value-based
assets that set their organization apart from their rivals and stand out in the buying
experience of their customers.
Since it's your people that deliver your vision to your customers, we'll discuss
how to leverage teamwork, leadership and strategic planning as a blueprint for session Two
of The Total Customer Experience program.
Participants will learn:
- How to create a distinct value-based presence in the marketplace that stands out
in the eyes of customers and adds additional profit to the bottom line.
- How to decrease turnover by creating an inspired culture that can't be copied by
the competition.
- How to accelerate execution by creating a clear line of sight between the organization's
most important goals and standards and employee actions.
- How to empower and reward team members to drive greatly improved customer experiences.
- How to increase productivity by hiring positive people that are in sync with the
vision and values of the Company.
Who Should Attend?
Senior management tasked with advancing performance and profitability within the organization.
Session Two: Connecting with Customers
Managing the employee customer interface
Customers start making judgments about your organization and their experience, the moment
they make contact with your employees. Therefore, your key to increasing profit
lies in developing a workforce equipped to deliver an unparalleled customer experience
– each service moment.
"Customer satisfaction is directly related to a positive interaction with your employees.
Period."
Session two of The Total Customer Experience takes an in-depth look into the characteristics
of connecting with customers and uses experiential exercises so your team can discuss,
analyze and brainstorm solutions to elevate the customer experience. By training
associates to go beyond known practices to install new ways of thinking, speaking
and behaving; loyal, passionate customers result.
Participants will learn:
- How a "customer first" mindset builds customer advocacy and loyalty – bringing customers
back time and time again
- How to custom design a truly satisfying, predictable customer experience that benefits
everyone involved
- How to install standards and practices that align with the company's most important
goals
- How to gain customer commitment by understanding customer behaviors (this portion of the program utilizes the Insights Discovery Evaluator, a scientifically proven system designed to teach employees how to read customer personality types to foster quality customer interactions)
The Insights Discovery Profiling Tool® is a widely used personality
indicator based on the research and findings of Carl Jung, a Swiss psychiatrist,
who was one of the first behavioral scientists to study and categorize people's
behaviors. Going beyond a "one size fits all" method of motivation, understanding
the personality and psychological side of employees and customers generates opportunities
for participants to learn about their own and others' behavior strengths and weaknesses.
Program Length:
6 hours
Who Should Attend:
All Associates
For a more details about the "Total Customer Experience" seminar, and to discuss
your needs and plans, please e-mail us
today.