Our Workshops

Description

1-Day Workshop

Customer Centricity is a mindset that focuses on creating a positive experience for the customer through the full set of products and services that the enterprise offers.

Customer-centric organizations deliver whole-product solutions designed with a deep understanding of customer needs.

4 Steps to a More Customer-Centric Business

Adopt a customer-centric mindset.

Share customer data between departments.

Put customers in control of how they communicate with your business.

Gather and act on customer feedback.

7 Pillars of Customer Centricity

The customer experience must be convenient, easy, enjoyable and seamless. Recognizing customers and rewarding them in a way that is meaningful to them can go a long way to keeping them happy.

Provide generous customer service.

Use a customer journey map to anticipate customer needs

Collect customer feedback.

Centralize customer data

Enhance customer experience with artificial intelligence (AI)

Embody your values and company culture

Prioritize customer retention

We will explore:

1. Making the customer experience easy, enjoyable and convenient. High-scoring companies make customers so happy they want to share positive experiences.
2. Loyalty. Rewarding and recognizing customers in a consistent way that is relevant to how they want to be rewarded. High-scoring companies reward customers in the ways that are meaningful to them.
3. Communications. Personalizing the message to customers based upon what they buy and in a way they like. High-scoring companies provide tailored, relevant communications based on customer preferences.
4. Having the right products and a strong variety to meet customers needs. High-scoring companies don't have the widest selection of products, just the ones their customers want.
5. Leveraging promotions on the items that are most appealing and often purchased by current customers. High-scoring companies promote the products that matter the most to customers.
6. Price. Providing prices that are perceived to be in line with what the customer is looking for on the products they purchase most often. High-scoring companies don't have to be the price leaders, but need to have pricing customers perceive as fair.
7. Hearing and recognizing customer concerns. High-scoring companies create a two-way conversation

The term “customer-centricity” gets thrown around a lot;  customer-centric is often confused with customer focus, and the two are very different.

Let’s look at some definitions.

Customer focus means that a brand focuses on the customer. All brands will say they focus on the customer. They listen to the customer (surveys, surveys, surveys), but they don’t really take the time to understand their customers.

There’s no real differentiation of who customers are – everyone is treated equally. As a customer.

They approach customers tactically and reactively. It’s short-term and transactional: What does she want? How can we be nice to her? What can we do to get her to buy from us or to come back again? Customer focus happens at the frontline, person to person/face to face. Customer focus is self-serving in that it is used to achieve business goals, not customer goals.

 Customer-centric is much deeper than that. In its most basic sense, it means to put the customer at the center of all the business does.  It does not mean that you will always say “Yes” to everything the customer asks for, nor does it mean that the customer is always right. But that really means that you take the time to understand your customers - customer understanding is the cornerstone of customer-centricity and then don’t make any decisions without thinking of the customer and the impact that those decisions have on her.

To define a customer-centric organization, let’s say:  No discussions, no decisions, no designs without bringing in the customer and her voice, without asking how it will impact the customer, how it will make her feel, what problems it will help her solve, what value will it create and deliver for her.

It’s strategic. It’s proactive. It’s co-creation. It’s long-term. It’s relationships. It’s omnichannel. It’s enterprise-wide. And it’s a culture that is deliberately designed to be this way. Customer-centricity flows through the veins of the organization and into everything every employee does – not just if or when a customer is in front of her.

What is Customer Service?

We will guide you through the skills and techniques that everyone in the business need to continuously provide outstanding customer service.

Principles of Customer Service  

Important Elements of Customer Service

Patience             

Management of Personal Emotions       

A Calming Presence       

Tenacity and Thoroughness       

Empathy: Pretend It’s You          

Care      

Courtesy             

Respect               

Crucial Skills       

Communication Skills    

Listening Skills  

Problem Solving Skills    

Flexibility            

Initiative And Pro-Activeness    

Professionalism               

Task Orientation

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On-Site Workshops

• All workshops are offered in-house at your offices to a minimum of 5 delegates
• You provide the venue and refreshments, Front Foot supply all the workshop material – including laptops for computer-based training sessions

Remote Workshops

• All workshops are offered remotely to a minimum of 5 delegates
• Front Foot supply all the electronic workshop material

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