Connect with
your customers!
You may have thought of these
concepts in order to deliver your brand promise: "better customer
service," "higher level of customer satisfaction", and "delight our
customers". But have you ever thought of customer
connection by experience as the answer in retaining
your valued clients at the same time in acquiring new ones? Our
customers desire that we can truly, effectively connect with
them, or, we may lose them to our competitors in a matter of
minutes. We need to hear their voice, understand their issues, and
address their critical next steps. We can no longer fence-sit and
delay what's most important: That we need to give what our
customers expect and desire from us.
The Customer Experience Workshop
now called The Power of Customer Connection focuses on its
concept, why it's critical to your business, and how this can be
done. Inspired by the Art and Science of Customer Experience (1st
run), this session would like to unleash your potential in creating
relationships that last with your customers. It also focuses on how
we can make you and your teams cultivate a customer
experience-centric work environment, influential enough to
develop a strong umbilical cord with your external customers.
First used in 1998 by Pine
and Gilmore in a Harvard Business Review article, the Customer
Experience revolution gradually became the way-of-life for some
topnotch companies like Microsoft, Toyota, Hewlett Packard, GE,
Walmart, Chevron, AT&T, and Starbucks. You may ask: What are
their secrets for success? The answer is crystal-clear simple:
constant customer connection through memorable,
positive experience.
You can be the "customer experience catalyst" in your
company, capable of igniting client loyalty and retention. If you
believe in the Power of Customer Connection. Sign up now
for The Power of Connection: Customer Experience
Workshop!
Experience
Overview
Go through the connected learning experience of revisiting,
discovering, rebuilding, and applying the fundamentals and
essentials of what Customer Experience really is. Through the rich
and creative insights of our facilitators infused with interesting
narrations and cases, THE POWER OF
CONNECTION: 2nd Customer Experience Workshop aims
to ignite in you the powerful force of becoming a Customer
Experience Catalyst in your organization, helping the business
become competitive and significant in the
market.
Key Take Home of the Participant
+ Solid understanding and appreciation of Customer Experience
through Connection and why this has become the
powerful way-of-life for successful multinational and local
companies
+ Workshop on
the Voice of Customers (VOC) and what we can do to address the 4
Values (Value for Money, Relationship, Delivery, and Image)
+
Enlightenment on why Customer Experience is an organization-wide
accountability and calling
+ Practical and applicable tips and tools on how one can
begin igniting Customer Experience in the workplace
Focus of
Discussion
A. Perception and Definition
1. Customer Experience in Diverse
Perspectives
2.
Clear and Solid viewpoint of Customer Experience
3. The
Fundamentals and Essentials
B. Appreciation and Application
1. Why is
Customer Experience is so powerful in attracting customers to your
business model
2. Customer
Experience Models and Tools
a. Triad towards Customer Reaction
b. The Customer Experience Zone
c. Guidelines on the CEI (Customer Experience
Indicator)
C. Compelling Force of the Customer Experience Organization
(CEO)
1. The CEO's
Strategy Map and Steering Wheel ("Timon")
2. Turning
Happy Customers to Advocate Customers
Complementary Tools:
+ Compelling
Testimonial on the "Heart of Customer Experience"
+ The Voice
of Customers
+ Interesting
Cases in Point
+ Method:
Interactive and Experiential Learning Session