Gain insights into product vs. customer-focused 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 three-step model that will enable you to continue to improve your organization’s day-to-day service delivery.
Throughout the webinar, you will be encouraged to develop a personal follow-through improvement plan for enhancing your customers’ degree of loyalty.
Agenda
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 Today’s 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
Speakers
Pete Tosh,
The Focus GroupPete Tosh is Founder of The Focus Group, a management consulting and training firm that assists organizations in sustaining profitable growth through four core disciplines
Implementing Strategic HR Initiatives: Executive Search, Conducting HR Department Audits, Enhancing Recruiting, Interviewing & Selection Processes, Installing Performance Management Programs, Conducting Training Needs Assessments, Installing HR Metrics, etc. Maximizing Leadership Effectiveness: Facilitating Team Building Initiatives, Designing and Facilitating 360 Performance Assessments, Executive Coaching, Measuring and Enhancing Employee Engagement and Performance, etc.
Strategic Planning: Facilitating Strategic Planning Events, Establishing Succession Plans, Installing Business Performance Metrics, etc. Enhancing Customer Loyalty: Conducting Customer Satisfaction Surveys, Facilitating Customer Advisory Councils, Developing Standards of Performance and Scripts for Key Customer Touch Points, etc. The Focus Group has provided these consulting and training services to manufacturing and service organizations across the U.S., Canada, Europe and the Middle East. Pete has worked closely with the leadership teams of organizations such as Exxon, Brinks, EMC, State Farm, Marriott, N.C.I. YKK and Freddie Mac to
Align corporate organizational structures with their strategic initiatives - while insuring value creation for their customer bases Ascertain customers’ primary needs and perceptions of organizations’ performance relative to that of their competitors Develop and implement customer loyalty enhancement processes - based on specific customer feedback - that delivered sustainable advantages in the marketplace
Implement performance management programs, executive coaching, compensation systems and other HR processes to strategically direct and reward desired employee behavior Prior to founding his own firm 25 years ago, Pete had 15 years of experience -at the plant, divisional and corporate levels - in Human Resource and Quality functions. Pete held leadership positions - to include the V.P. of Human Resources and Quality - with Allied Signal, Imperial Chemical Industries, Reynolds Metals, Charter Medical and Access Integrated Networks.
Pete also frequently develops and facilitates a variety of leadership development programs including: Strategic Planning, Moving from an Operational Manager to a Strategic Leader, Strategic HR Management, The Fundamentals of Human Resource Management, Recruiting, Interviewing & Selection, Employment Law and Utilizing HR Metrics. Employees from over 3,000 organizations have benefited from Pete’s experience and perspective. Pete is co-author of Leading Your Organization to the Next Level: the Core Disciplines of Sustained Profitable Growth.
Pete holds a B.A. degree in Psychology from Emory and Henry College and Masters degrees in both Business Administration and Industrial Psychology from Virginia Commonwealth University
Who Should Attend
This webinar is designed for customer service managers and representatives, account managers, sales representatives and managers, technical and support representatives, marketing, and public relations managers.
