Creating
Value for the Customer™ Workshops (CVC)
CVC is a powerful change agent, and brings to life a
number of elements of future winners. Its’ strategic
focus helps service teams to be aligned with the Ambition
of the organisation. It teaches the critical importance
of creating customer Experiences that differentiate
your organisation from others. And finally, its’
problem solving emphasis draws attention to aspects
of your Architecture that are preventing front line
folks from doing the best work they can.
An
“Experience Economy” demands a new agenda
of values—away from quantity and tangible goods.
It is about intangibles—emotions, esthetics, relationship,
authenticity, and service. Creating Value for the Customer
(CVC) pushes ownership of customer delivery to the front
line; the customer service team is enabled to seek information
on the customer’s emotions, to be authentic and
really care about the customer relationship. CVC moves
them to act like business owners. With credible, lasting
business results, you exceed customer goals and revenue
targets along with shareholders’ expectations.
CVC
is also used for “train the trainer” consultations
and mentoring internal coaches when a large rollout
is to be implemented by line managers. Read
customer comments...
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What
our customers say about Creating
Value for the Customer™ Workshops
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It
was great to identify opportunities to take
our customer relationships further. |
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Excellent!
I now feel we all understand a little more about
all of our roles and our impact
on the customer. |
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It
really helped to think about the processes we go
through and how the customer
must perceive them. |
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We
have re-evaluated the way we listen to customers.
Now we really know how to
listen. |
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We
now understand what the customer views as being
important for Customer Service. |
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We
found so many new ways of
looking at, and solving,
existing service delivery
problems. |
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The
most effective event I've
ever attended. |
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