Change and transformation

Customer Centricity in Action

Companies that want to align teams with acustomer-centric approach and behaviors in a totally practical and inspirational way (learning by doing).

• Create a common customer centric approach throughout the organization, aligned with the chosen principles and values.
• Learn to empathize with the client and to prioritize him/her in the decision making process.
• To learn about use cases and best practices within and outside the sector that can serve as a source of inspiration.
• Know how to apply customer centric principles to real cases within the organization.
• Learn solution ideation tools to improve our customers' experience, as well as how to collect feedback.
• Train skills to foster, enhance and maintain profitable and lasting relationships with key customers.

An eminently practical and inspirational program in which teams will learn to put themselves in the customer's shoes, to make decisions by putting the customer at the center and to devise solutions from an H2H perspective, accompanied by two experts in marketing, research and design of customer-centric services.

We will work from start to finish in real situations to get the customer centric mindset down to earth.

Workshop stages:

• Why implement a customer centric culture and its impact on the business.
• Discovery and actual implementation of the company's customer centric performance principles.
• Customer experience: real use cases and best practices inside and outside the industry.
• Process of ideation of customer centric solutions in the organization.
• Knowledge of voice of the customer collection processes and KPI tracking.

Classroom: Screen, projector, flipchart and a large room to facilitate team dynamics.

Online: computer with network or wifi connection and webcam, headset with microphone, mobile device with data (mobile or tablet with wifi/4G).

Beforehand, a briefing session will be held with the organization's reference person in order to adapt the design of the dynamics to the company's objectives and moment.