Your Entire Business Resolves Around Customer and User Experiences
Everybody is talking about customer-centricity and being more “user-obsessed,” but what does that really mean? How do we combine customer-centricity with wanting to be efficient, Agile, Lean, innovative, and experimental?
Sometimes we are sacrificing quality, collaboration, and the customer experience to “just ship it” and find out very late and reactively if our ideas, products, or services had any benefits for users. Customers don’t want minimally viable anything. They want their problems solved and their expectations met or exceeded.
Business goals don’t always overlap with customers’ needs. Agile and Lean claim customer satisfaction is our highest priority, but are we delivering high value to our trial and paying users? The customer decides what is “quality,” “done,” and “good enough,” and their standards might be higher than yours.
Customers notice when we get it wrong. Our competitors, investors, shareholders, the press, bloggers, and social media notice. Morale suffers, and we might have trouble retaining or hiring the best leaders and staff. Great customer experiences require the right team and strategies in place to predict and mitigate the risk of delivering wrong or flawed products, services, and experiences (PSE). Marketing and sales initiatives have uphill battles when we are offering PSE that are difficult to learn, frustrating to use, or not meeting customers’ real needs.
What needs to change and how can we start to create this shift on our teams and at our companies? It’s not always easy or straightforward. In this workshop, we’ll look at a models and approaches for a small or large business transformation back to high quality products and services that meet and exceed customers’ real needs.
Trainer Debbie Levitt will walk you through her process of investigating, diagnosing, planning, and creating change.
- Advice and actionable takeaways on strategic approaches to refocusing stakeholders, leaders, execs and others on the business side on customer needs, tasks, and priorities.
- How do we interest and convince the stakeholders who don’t jump when we say, “Customers have problems”?
- How to measure it all quantitatively and determine the ROI of improving the quality of the products, services, and experiences we offer current and potential customers.
- Improving collaboration and partnerships.
- Redefining our department and teams.
- Identifying root causes that keep us from being more customer-centric. Strategizing and planning change.
Format: Interactive workshop (polls, discussions, exercises, Q&A) aimed at workers, leaders, managers, and execs in businesses of every size and age. Normally delivered over two 5-hour days. Also available as shorter workshops and conference presentations.
Customized versions and lengths available. Training is available on-site or live and remote, webinar-style.
A Certificate of Completion is available to everybody who completes the one-day workshop version.