Love your tribe

Customers & Experience Workshop

How to deliver an exceptional customer experience, every time.

Loved it! One of a kind

Stage II | July 2018

What Topics?

Mix and match topics to create the length of workshop you need.

Journey Mapping

How to alleviate pain and add pleasure at each touchpoint in your customer’s journey.

Empathy Mapping

How to use empathy to create a deep connection with your customers.

Customer Moments

How to create a culture of positive, memorable moments for each customer.

Positive Attitude

How to be resilient with customers and maintain a positive customer attitude.

Customer Pain

How to manage customer conflict and resolve their concerns with ease.

Long-term Loyalty

How to create a customer ‘tribe’ where each customer is loyal and feels personally connected to your brand.

Results from this program?

1

A clear set of expectations on customer experience.

2

Alignment on what customer experience looks, sounds and feels like.

3

A boost in performance that leads to improved kpis.

The Fine Print

Run on-site, at a location selected by you, for groups of 8–30 per workshop.

What’s included?

  • Pre-workshop ‘one-pager’ to be sent out to all participants with details of what to complete prior to the workshop.
  • All resources including participant takeaway sheets.
  • Facilitation of the workshop on-site at a location selected by you.
  • A highly skilled, experienced and entertaining facilitator.
  • Post-workshop ‘one-pager’ that includes what work needs to be done after the workshop.
  • Client meetings and project management included.

Capability MetER

Are you building capability for the future of work?

Skills Source: Future Jobs Report, World Economic Forum

How does this program stack up against the (human) skills required for the future?

Complex problem-solving

80%

Creativity

80%

Coordinating with others

95%

Judgement and decision-making

90%

Negotiation

80%

Critical thinking

70%

People management

80%

Emotional intelligence

85%

Service orientation

100%

Cognitive flexibility

80%

What we’re often asked

What are the practical results I’ll get from this program?

  • A practical understanding of what’s required for an outstanding customer experience.
  • A deep understanding of the Customer Journey using a Customer Journey Map and Empathy Map.

Can I change the structure of the program?

  • Yes, we can tailor a package to focus on specific problem areas for your team.

How can I be sure it will work?

  • All the businesses we have designed customer experience programs for have shown measurable increases in results, including financial performance.