THE HUMAN-CENTERED ORGANIZATION: TAKING EMPLOYEES AND CUSTOMERS TO THE PINNACLE OF CX
The Human-Centered Organization: Taking Employees and Customers to the pinnacle of CX
Achieving an organization that is human-centered takes more than motivational messages, posters on the walls, or internal marketing. It takes an organization-wide commitment to putting people at the center of everything we do. This needs to be the focus for creating the ultimate Customer Experience (CX).
In this hands-on, enlightening workshop, we go deep into what it means to be human-and customer-centered. We show attendees the background, concepts and techniques to help keep the focus on customers and treating people as people – individuals with their own wants, needs, impulses, hearts, and minds. We can then use these things to increase loyalty, customer profitability and exceed customer expectations at every touch point.They will learn:
- How putting the human touch in everything we do will change the way customers perceive us.
- Why every policy, every procedure, every process needs to be vetted through one powerful question: Is it good for the customer?
- How to use journey maps and other tools to determine the best use of resources for instituting a Human- and Customer-Centered environment in the organization.
- The importance of emotions and memories to achieving long-term human relationships and customer loyalty.
- How to determine what the differentiators are between you and your competitors.
Testimonial
“Our participants give Steve very high marks for his knowledge of customer service, his experience in training delivery and in the world of work, and his humor and style in the classroom. He is enthusiastically received, as is the content of his workshops. He is a pleasure to work with.”
Nancy McGee
Director of Training, Savannah College of Art & Design
Leading an organization that is trying to create and maintain a customer-centric culture takes more than the leadership skills taught in generic leadership courses.
In this program, Leadership for a Human-Centered Organization, Steve shows how you can help your team become laser-focused on customers and create experiences that are better than expected and different from your competitors.LEADERSHIP FOR
A HUMAN-CENTERED ORGANIZATION
COACHING WITH YOUR CUSTOMER IN MIND
Human-Centered companies are always asking the question, “How does this affect the customer?” The best Human-Centered leaders coach their people with a focus on the same question. In this program, Steve shows how everyday coaching and feedback can be focused and tailored to generate exceptional customer relationships.
Exceptional Customer Experience should not be hard. More often than not it comes down to the human interaction that creates it. In this workshop, Steve teaches how to consistently execute the customer-centered interaction between employees and customers, both internal and external, and manage, meet and exceed customer expectations.