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Tips for Managing Customer Expectations

OnDemand Webinar (55 minutes)

Gain a better understanding of how to build relationships by managing customer expectations.In today's world, customers are continually 'up for grabs.' This is because business' think merely satisfying the customer is enough. In fact, statistics show if you are going to keep your customers returning, you must delight them at every point in their journey with you and your organizations. Our strategy is to help our clients become obsessed with happy customers. In this topic, Miki Mitrovich and Lori Champion of CCG Global Advisors will explain with their proven method 'Extreme Customer Satisfaction.' The method will produce a customer-centered organization that is more scalable, more agile, and more profitable. At the end of this topic, you will have clear tools to implement a foundation for new levels of customer centric performance.

Authors

Art Hall, Alvarez & Marsal

Agenda

True Transformation Revolves Around the Customer

• The Customer Is Fundamental to the Journey

• Tension Exists Between Cost Cutting and Customer Centricity

• Customer Transformation in the Midst of Disruption

Strategy Articulation and Customer Journey Mapping

• How to Define Strategic and Customer Priorities

• Examine an Approach to Map a Customer Journey (Business-to-Consumer B2C Example)

• Examine an Approach to Map a Customer Journey (Business-to-Business B2B Example)

Defining the Value to the Customer (VTC)

• Know Me, Hear Me, Help Me

• How to Focus on VTC

Understanding the Value From the Customer

• Acquisition, Retention, Growth

• How to Focus on VFC

• Creating a Customer Relationship Initiative Framework

Questions and Answers