Developing Customer Centricity with the Law of Connection 2-Day Interactive Workshop

Developing Customer Centricity with the Law of Connection 2-Day Interactive Workshop

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Course Description
Overview

Does your organization treat the customer experience and satisfaction as an afterthought? Do we scramble to solve customer complaints only when they occur, or do we have the customer in mind from the very beginning of the supply chain?

When an organization is reactive (instead of pro-active) to the needs and experience of its customers, it can be very challenging to create sustainable business relationships and customer loyalty. On the other hand, when an organization places the customer at the heart of its operations, it becomes customer centric. Organizations which are customer centric meticulously keep customers in focus when making and implementing any decisions.

Indeed, an organization which is customer centric is obsessed with ensuring the best possible customer experience and strives to create value for the customer at every step.

But, how do we foster a deep sense of customer centricity in our employees? How can an organization anticipate customer needs and address them at every touch point of the customer experience? Most importantly, what’s the difference between Customer Centricity and Customer Service? 

In this regard, Teacher Kean teaches your employees to harness the powerful Law of Connection, shares crucial customer experience and centricity skills from his training as a UK Barrister, as well as his years of relationship management experience from the investment banking industry, in this engaging programme to help your organization enrich its customer experience from the beginning to the end of the supply chain!

Learning Objectives

This programme seeks to inculcate into each participant customer service and customer centricity skills so they can improve the customer experience at every point of contact.

At the end of the workshop, participants shall hold in their hands’ specific skills, knowledge and behaviours that can propel themselves and the organization toward greater results.

Methodology

Think differently to alter direction.

The experience of learning to read and write for the first time is likely to remain vivid in your memory. The skill is ingrained and it stays. The primary objective of our training and workshop is to make your new knowledge and abilities as durable as the ones you’ve already accumulated. They foster fresh ideas. They enable great feats. Individual behaviour and attitude contribute to your organization’s success is what we prioritise.

Combining experiential, instructional, and discovery learning with current coaching technology promotes profound transformations in attitudes and behaviour that enable sustainable change in your business. These adjustments improve results.

Our programmes involve with 12 unique learning methodology as below:

Learning Outcomes

Upon completion of the workshop, participants should be able to:

Understand the inter-dependencies of Customer Service, Customer Experience and Customer Centricity

The Law of Connection: Design products, services and experiences which speak directly to their customer needs and emotions, and to be mindful that every interaction must be anchored to the customer’s point of view

Develop fundamental customer centric principles and to improve the customer experience at every point of contact by placing customers at the core of operations

Quantify and list down the needs, values, fears and desires of the Ideal Customer for their organization

It’s How the Customer Sees Us: Understand the 5 major components of Customer Perception – Product Quality, Customer Support Quality, Positioning, Price and Reputation

Measure Customer Perception with methods and tools including Collecting Customer Feedback, Monitoring Online Mentions, Monitoring CSAT (Customer Satisfaction) and NPS (Net Promoter Score)

Formulate a business strategy which will be able to create value for the customer by understanding and anticipating customer needs and trends, applying innovation and strategic thinking

Customer Value Creation: Create products, services and experiences which can accurately fulfil our customers’ criteria and serve their needs pro-actively

Customer Acquisition: Market and sell by speaking directly to our existing and prospective customers’ needs, and to create need and urgency in all sales or marketing strategies / materials

Build Customer Relationships and Loyalty: Plan and implement Customer Relationship Management strategies (CRM), convert customer complaints into sincere compliments, and turn disgruntled customers into long term loyal customers!

Learning Outline
MODULE 1: Defining Customer Centricity and an Introduction to the Law of Connection
  • A deep discussion into the intricacies and differences between Customer Service, Customer Experience and Customer Centricity, and how they each benefit the customer, the organization, and the participants individually

 

  • A deep dive into the Law of Connection: that we must have the ability to speak directly to our customer needs and emotions, and that every interaction must be anchored to the customer’s point of view.

 

In other words, our customers don’t care if our company is the hero. They really care, however, if we can make THEM the hero!

MODULE 2: Developing a Customer Centric Culture
  • Product vs Customer Centricity: When an organization places product development and delivery at the core of its operations, it is said to be product centric. In this module, we shift participants away from a product-oriented mindset, towards a customer-oriented mindset

 

  • An introduction to developing fundamental customer centric principles and to improve the customer experience at every point of contact

 

  • Establish the common customer centric values for your organization (e.g., helpfulness, response time, anticipate needs, convenience), so every employee is aligned with your organization’s priorities and objectives

 

  • How to instil the feelings of confidence, energy, good will and the enthusiasm to serve at every touch-point in the customer experience

 

  • Customised Interactive Activities (Demonstrations, Role-Play and Group Discussions) – Participants will participate in activities to master and utilize the techniques learnt, in a step-by-step and systematic approach

MODULE 3: Creating an Ideal Customer Avatar (Customer Profile Analysis)
  • Customer Profiling: We conduct a deep analysis on different personality profiles (SCMP, DiSC), and choose the correct style of communication and persuasion by catering to the intrinsic needs of different customers

 

  • Crafting an Ideal Customer Avatar (Group Activity): Participants will be sent into groups to brainstorm. Their task is to quantify and list down the needs, values, fears and desires of the Ideal Customer for their organization. To do this, they must recall and leverage on their biggest customer experience successes in the past, as well as the mistakes learnt from their previous failures

MODULE 4: Understanding, and Meeting Customer Needs and Expectations
  • It’s How the Customer Sees Us: Participants learn to understand the 5 major components of Customer Perception – Product Quality, Customer Support Quality, Positioning, Price and Reputation

 

  • Measuring Customer Perception: We conduct a deep dive into understanding, criticizing, and implementing the following methods to measure Customer Perceptions – Collecting Customer Feedback, Following Up with Customers, Monitor Online Mentions, Monitoring CSAT (Customer Satisfaction) and NPS (Net Promoter Score) and Sentiment Analysis

 

  • Meeting Customer Expectations: By keeping clear service promises, we can rapidly build goodwill and navigate challenging customer experience situations much more successfully

 

  • Customised Interactive Activities (Demonstrations, Role-Play and Group Discussions) – Participants will participate in activities to master and utilize the techniques learnt, in a step-by-step and systematic approach

MODULE 5: Developing and Delivering a Customer-Centric Strategy
  • Show Me the Value: After understanding our customers’ needs, pain points and objectives, the next step is to formulate a business strategy which will be able to create value for the customer. Each business unit will learn to adopt this Customer Value Creation approach as the core centre of their operations

 

  • Thank You for the Feedback: Participants learn how to analyse customer ratings, reviews and feedback to understand the concerns, challenges and worries faced by our customers, and to then utilize this feedback in strategy formulation

 

  • Generating Value by Problem Solving: We distinguish ourselves from our competitors in the market by understanding and anticipating customer needs and trends, applying innovation and strategic thinking to create products, services and experiences which can accurately fulfil our customers’ criteria and serve their needs pro-actively

 

  • Customer Acquisition (Sales and Marketing): Participants learn how to speak directly to our existing and prospective customers’ needs, and to create need and urgency using the correct language and tonality in all sales or marketing strategies / materials

 

  • Customised Interactive Activities (Demonstrations, Role-Play and Group Discussions) – Participants will participate in activities to master and utilize the techniques learnt, in a step-by-step and systematic approach

MODULE 6: Building Customer Relationships and Customer Loyalty Effortlessly
  • Start Winning from the Beginning – We examine the difference between approaching customers with a transactional approach vs a relationship approach, and how we can leverage on the strengths of each approach to create sustainable relationships with our customers

 

  • Participants learn to plan and implement Customer Relationship Management strategies (CRM) using intuitive and insightful tools and processes

 

  • Understanding Customer Complaints and Solving Problems: The Customer Experience is greatly adversely affected if the organization handles customer complaints reactively. Instead, participants learn how a great customer problem-solving process actually looks like, and why we are mostly doing it wrong!

 

  • Participants learn how each department or business unit has a part to play in converting customer complaints into sincere compliments, and turning disgruntled customers into long term loyal customers!

 

  • Develop a deep sense of loyalty by helping customers feel appreciated and treasured

 

  • Customised Interactive Activities (Demonstrations, Role-Play and Group Discussions) – Participants will participate in activities to master and utilize the techniques learnt, in a step-by-step and systematic approach