Building a Successful Company

 

Creating Superior Experience for Your Customers

Participants:
Top and upper management, candidates for these positions, high-potential managers and customer experience management specialists.

Goals: Workshop goal is optimization of the offer of your products and services and optimization of the way you are selling them: i.e. what are you selling and how you are selling it.

"Tool box" for creating superior experience for your customers:
1. Business space analysis.

2. Empathy map: customers' needs analysis.

3. Analysis of the competitive position of your company.

4. Value curve - strategic profile - of products and services: optimization of key parameters of your products and services.

5. Customer experience map: optimization of your customer journey and customer touchpoints.
6. Customer experience survey: NPS, CES and additional diagnostic questions.
7. Concept testing.
8. Action review: preparation for all big challenges, risks, problems, obstacles, barriers and difficulties in implementation of measures for creating superior experience for youe customers.

In the opening section of the workshop, its participants will take part in the training module Creating Superior Experience for Your Customers. This module is part of our training program Building a Successful Company: Business Strategy. Its goal is creating a common knowledge and skill base and laying foundation for creating superior experience for your customers with your company and with your products and services.

Creating Superior Experience for Your Customers
In the current period marked by brutal hyper competition, the only companies that will survive are those, whose products and services will bring an above average satisfaction to their customers. However, in industries faced with high-intensity competition, such above average customer satisfaction will represent only the basic precondition for doing business, rather than creating a competitive edge. It will only be a "ticket for entering the game". The loyalty to a company will be decided by the overall experience of customers with its products and services throughout their lifetime. The current research proves that the relationship between customer satisfaction and customer loyalty in industries marked by high-intensity competition is not linear, but it is exponential. Customer loyalty does not increase directly proportionally to their satisfaction. Not even an above average satisfaction of customers will ensure their loyalty. If customers have a possibility to choose from among several companies, the only customers remaining loyal to your company will be those who are absolutely satisfied with it.

Every contact of customers with company employees is a "moment of truth" which will have a positive or a negative impact on their experience with the company and its products and services. If your company will be able to build a company culture in which "total customer orientation" or virtual "customer obsession" is not only proclaimed, but also actually pursued by all managers and employees, this will create an incomparable competitive advantage for your company. The creation of superior experience for your customers will become one of your strategic competences through which you will be able to strategically differentiate from your competition in a very significant way.

After completing the above mentioned training module, workshop participants will diagnose, analyze and interpret the current experience of your customers and develop measures for its optimization. The alpha and omega for their successful implementation is obviously, involvement of all employees of your company in their final formulation and implementation.

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