Patented Customer Experience
For many organizations, being authentic in today’s highly competitive marketplace can be can difficult. Being authentic means wanting to provide customers with a meaningful, genuine and patented brand engagement experience without compromising the revenue stream. One of the simplest ways to connect with both current and future customers and provide that experience is via customer service. If organizations get the customer service right, it can set up a stage for an extended run of revenue, repeat customers, and a deep level of trust. At the same time getting it wrong can be potentially disastrous for business.
GrowthSqapes solution on Patented Customer Experience seeks to develop skills and mindset, which are aligned to the organization culture, that is able to deliver a distinct experience to the customers.
Objectives
- Improve the customer experience to ensure customers come back.
- Create a process that ensures a differentiated and patented customer experience.
- Build the brand via positive customer experience.
- Enhance the overall value proposition via customer experience.
Who Should Attend?
Managers and members of the service and/or sales team who are responsible for creating a patented customer experience.
Key Learning for Participants
- Understand the crucial components that impact the customer experience.
- Understanding customer’s emotions and expectations to deliver “whatever it takes” to provide the patented experience.
- Learn to speak in a language that resonates with the customers.
- Learn the skills needed to adhere to the process related to the creation of customer experience.
Business Impact for Organization
- Higher level of customer engagement and loyalty.
- Improved profit margins via higher price realization.
- Increased brand equity.
- Better competitive advantage.
Design Elements
Organisational Diagnostics
Training Workshops
Webinar
Coaching Sessions
Certification
Delivery Elements
Facilitation / presentation
Activity / simulations
Role play / real play
Case Study Discussion
Audio Visuals
Technology blended
Leading Customer Centricity
In many organizations, the customer service function is the most crucial unit responsible for positive customer experience. Regardless of how large or small, your business is, an effective service leadership team can be the crucial differentiator causing you to lead or lag in various customer satisfaction related metrics.If the service leadership team is competent then the entire organization can benefit from the climate the team creates, the results it generates and the tangible business impact it creates, both in the short term and the long term.
GrowthSqapes’ solution on Leading Customer-Centricity provides the service leaders with a strong understanding of the components of customer-centricity plus the skills and competencies pertaining to customer centricity and, provides tools and techniques needed to strategize and lead service delivery teams.
Objectives
- Creation of customer-centricity strategy that acts a differentiator in the market.
- Develop managerial competencies to execute the customer-centricity strategy of the organization.
- Creation of a consistent message that runs across the organization.
- Improve the adherence to the processes and practices of customer-centricity principles of the organization.
Who Should Attend?
Service delivery leaders including Program Managers, Project Managers and Channel Managers in B2B and B2C sales.
Key Learning for Participants
- Understand the importance of and constituents for leading customer centricity.
- Understand the role of the manager/leader in executing the strategy pertaining to customer centricity.
- Learn to create a consistent message that builds one’s authority to drive customer centricity.
- Identify own leadership style and enable performance by adapting to the needs of the team.
Business Impact for Organization
- Higher Net Promoter Score through improved outcomes of leadership efforts.
- A decreased churn rate of customers.
- Improved Customer Lifetime Value (CLV).
- Creation of a motivated business environment and accountability.
Design Elements
Organisational Diagnostics
Individual Skill Assessment
Training Workshops
Webinar
Coaching Sessions
Certification
Delivery Elements
Facilitation / presentation
Activity / simulations
Role play / real play
Case Study Discussion
Audio Visuals
Technology Blended