Description
Gain insights into product vs. customerfocused strategies and apply a model to improve service delivery.
By participating in this course, you will gain a greater understanding of the difference between organizations that are product vs. customer focused, as well as the initiatives and accountabilities involved in developing and executing a customer focused strategy.
Through insight into your customers view of service, you will learn how to apply a threestep model that will enable you to continue to improve your organizations daytoday service delivery.
Throughout the webinar, you will be encouraged to develop a personal followthrough improvement plan for enhancing your customers degree of loyalty.
Date: 2025-01-22 Start Time: 1:00 PM ET End Time: 2:05 PM ET
Learning Objectives
The Ultimate Service Objective and Its Associated Challenges
• Providing Service That Attracts New Customers and Causes Your Current Customers to Recommend You
• Why Profits Increase From Loyal Customers
• The All-Too-Common Negative Relationship Organizations Can Have With Their Customers
• The Service Challenges Organizations Face in Todays Business Environment: Customers Raising Their Expectations and Competitors Improving Their Service
• Where Service Really Happens
A Customer-Focused, Strategic Approach to Conducting Business
• What Customer Focused Organizations Do Differently
• The Three Key Initiatives When Executing a Customer Focused Strategy
Initiative #1 – Designing the Value and Experiences You Want to Provide Your Customers
• How Do Customers Define Value?
• Customer Experiences: Their Takeaway Impressions Which Allow You to Differentiate Your Organization
• Customers Experiences Always Create Positive or Negative Emotions
• Identifying the Emotions You Want Your Customers to Experience When Interacting With Your Organization
• Building Customer Loyalty Through Customer Experiences and Relationships
Initiative #2 – Enhancing Your Relationships With Your Customers by Delivering Value and Positive Experiences
• How Your Customers Form Their Expectations of Service
• Closing Any Gaps Between Your Customers Expectations and Their Perceptions
• Customers Five Primary Service Expectations
• Moments of Truth: Customer Encounters With Organizations During Which They Form Perceptions
• How to Use Standards of Performance to Enhance Any Moment of Truth
• How Service Jobs Are Distinctly Different From Manufacturing Jobs
• Mapping the Cycles of Service Your Customers Experience
• Developing Customer Relationships During Their Moments of Truth and Cycles of Service
Initiative #3 – Continuing to Improve by Gaining a Deeper Understanding of Your Customers Expectations
• Not Knowing Customers Expectations: A Root Cause of Poor Service
• Gaining a Better Understanding of Your Customers Expectations
• What Are Customers Really Saying When They Complain?
• Instituting an Organization-Wide Complaint Management Recovery Process
Pete Tosh-The Focus Group
