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Customer Service School presents an exclusive, perspective changing experience for better business results, starting with the core of any insightful strategy, THE CLIENT. Our team has conceived an interactive workshop for top business professionals, ensuring all the necessary tools for turning your company into a customer-centric brand, which stays strategically focused according to the latest international business tendencies.
Practice how to be a leader regardless of the market challenges, by choosing the Customer Centric business perspective!
Workshop Name:
“Shifting to a Customer Centric Culture”
Primary target: Senior management representatives who are looking for new ways to stay competitive and trigger customer loyalty and positive business results.
- Upon request the CSS experts may also deliver customized workshop sessions for middle management and front line representatives.
Tools & benefits:
- Professional presentations and discussions;
- Highly skilled trainers, with strategic and operational experience;
- Individual consultancy - testing and feedback sessions;
- Business networking opportunities – business lunch and coffee breaks;
- Customer centricity know-how.
2 workshop days and 1 individual feedback session
Date and location:
February/Mars 2012, business conference room
- the exact date and location will be established together with the attendants
About “Shifting to a Customer Centric Culture”
A customer centric leader knows the difference between pushing products and winning customers, by turning them into brand lovers that generate profit.
How to get there – Overview
Draw on customer life-cycle in defining customer centricity;
Create a genuine relationship with your clients;
Build a multi-channel experience;
Shift from a product oriented culture to a collaboration plan.
The CSS solution
Let us guide you through interactive case studies, small-group project work, buzz groups, and lecture, in aligning your organization's culture, structures, processes, systems and incentives to reach customer centricity.
Get ready for a 360° approach, in which you will learn everything you need to know about customer centricity. The CSS experts have conceived a practical and innovative course that will change your business perspective and methods according to the latest business dynamics. You will discover critical insights into the practical steps required to align your organization around your customers' needs, such as:
- Develop a comprehensive map for a customer-driven organization;
- Build relevant strategies for preventing commoditization;
- Leverage IT systems for competitive advantages;
- Exploit customer information effectively;
- Bust traditional product/service or functional silos;
- Establish a change culture of customer centricity within your organization.
The program specifically addresses two critical interrelated areas:
1. WHY customer centricity is the new best thing
The economy is constantly shifting forth and back from recession to expansion and the globalization is demanding change according to the consumer behavior, which is lately becoming more and more attentive when it comes to making choices. Here are the latest strategic marketing challenges:
- Most of the sources of business differentiation have run out.
- Industrial boundaries have become irrelevant.
- Social networks have empowered the customer even more.
- Analyze the differences between customer-centric and product-focused organizations;
- Learn why the entire organization must realign to attain true customer centricity;
- Understand what specific business benefits (such as bolster brand equity, boost revenue, and drive down costs) your company can gain from customer experience investments.
Keeping your customer centric brand promise on a long term level is a complex process that needs constant improvement regarding corporate structures, systems and culture. Knowing how to do it is the first step. Achieving great results takes a lot of work and focus. The overall outcome? You're on your way to becoming a leader or you maintain your leading position for a long time.
CSS guidelines:
- Develop the vision and strategy for leading and managing change within your organization to accomplish customer centricity objectives;
- Plan & Implement - Develop and apply customer centricity roadmap;
- Make the customer a part of your organization’s DNA.
Companies need to apply a thorough discipline in implementing and maintaining the customer centric culture – not only to support it in a declarative level.
Contact us for more information and get ready for a new business dimension of the future!