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.