Workshop

COMPANION WORKSHOP:

CHART YOUR COURSE TO LOYALTY LEADERSHIP

Stimulate your audience members to put the concepts from What Customers Love to work in their current business situation, right now, while attending your conference.

Learn three essential processes to becoming a loyalty-leader in your market:

CULTURE
STRATEGY
MEASUREMENT

Nurture A Contagious Culture of Service.

“If you can’t sell it on the inside, you’ll never sell it on the outside.”

Key takeaways:

EXPRESS

How to express what makes joining your company exciting, inspiring, and career-enhancing.

MOTIVATE

Which leadership traits and practices make the work climate fun, motivational, appreciative.

COMMUNICATE

How to communicate your company’s purpose, direction and performance internally.

VOLUNTEER

Encourage employees to volunteer with you and co-workers in community service projects.

ONBOARD

Apply disciplined process to select employees, with rigorous orientation and onboarding.

COACH

Provide team communication standards with on-the job coaching to nurture respect and cooperation.

REWARD

Create peer-recognition strategies to increase team cohesion, employee loyalty and retention.

BONUS Summary: Great Place to Work Assessment.

Develop An Effective Customer Experience Strategy

“Greatness is achieved when customers say we’re great.”

Key takeaways:

UNDERSTAND

Learn the crucial differences between “good” and “bad” CX strategy.

LISTEN

Start listening to how customers feel about doing business with you, compared to competitors.

IDENTIFY

Key business performance improvements you expect from improving your customer experience.

CREATE

Articulate a compelling vision for a memorable “branded experience.”

CONCENTRATE

Define the few supporting pillars of customer experience that matter most.

TRAIN

Create experiential employee behaviors that are observable, measurable, and trainable.

COMPENSATE

Adjust compensation, career opportunities and recognition to drive execution of CX plans.

BONUS Self-Assessment – Leadership in Service-Based Organizations

Measure, Analyze and Act on Results

“Energy flows where attention goes.”

Key takeaways:

ALIGN

Form a customer experience steering committee to assure buy-in of CX measurement methodology.

COLLECT FEEDBACK

Collect CX ratings and customer comments in near-real-time for immediate service recovery and customer retention.

ANALYZE

Analyze customer feedback to establish a baseline of current customer perception.

ENGAGE

Engage team members by reporting actionable information within their control; show progress.

DEMONSTRATE

Prove how customer experience improvements correlate with business success metrics.

PUBLISH

Create a compelling company CX scorecard to focus attention, clarify thinking, drive action.

BETA

Follow a Plan, Act, Measure, Learn process; make improvements over time; be in perpetual beta.