Teams that want to develop the Customer Centric mindset by optimizing the internal and external customer experience.
BENEFITS
Understand the omni-channel approach and the importance of the customer-centric mindset.
Feel more confident to manage interactions with internal/external customers.
Obtain practical tools applied to your reality and train skills supported by success stories.
Develop customer centricity throughout the organization, not only in the commercial areas.
Generate principles of action in key processes that affect customer perception.
WHAT WE WILL DO
This Bootcamp program provides a different, direct and practical perspective on how to understand, anticipate and build relationships with your internal and external customers from a marketing and branding expert and a people and operations expert.
It consists of 3 sessions of 3 hours each in the form of an interactive online workshop.
Session 1: Creating the framework
Context: the omniclient.
Creating territories.
Jung's theory and human archetypes.
Designing buyer personas.
Session 2: Making the journey real
The Customer Journey in 2021.
Identifying touchpoints.
A coherent Customer Journey through Canvas Business Model.
Session 3: Becoming Customer centric
Accompanying the customer through the funnel.
Ambassadors: the prescribing customer.
Building a phygital relationship.
Employee Advocacy as the basis of a customer centric culture.
The Bootcamp format allows us to apply the concepts in a practical way in a real business context of the company and its own cases, developing a new customer-centric mindset.
The program ends with a Customer Centricity Manifesto: conclusions and implementation commitments.
WHAT WE WILL NEED
Computer with network or wifi connection and webcam.
Headphones with microphone.
NOTES
This experience requires, in addition to the usual contextualization, a previous session (1-2 hours) with the company's referent to define the orientation and the most practical part of the workshop.
This workshop requires participants to work and reflect individually off-line between sessions.
