How do you develop a customer obsession culture within your organisation ?
Price: 720 EUR (excl. 21% VAT)
9.30h - 10.00h
Registration and welcome of the participants with Coffee/Tea and Croissants and Networking Opportunity
Session 1: Humility
- From organisation-centric to customer-obsessed
- From ego-based hierarchy to evidence-based
- From product culture to service culture
- From stand-alone projects to rapid, continuous iteration
- From built to last, to built to change
- From silos to multidisciplinary, cross-functional collaboration
Lunch Buffet and Networking Opportunity
- From addition to subtraction
- From making it easy for the organisation to making it easy for the customer
- From fake news to facts and truth
Session 4: Manage the customer task
- From input-based to customer-outcome metrics
- Quantifying the customer experience with top tasks
- Measuring customer time and effort
Q & A, Summary and Conclusions
End of this Workshop
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