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Program
Benefits
Mind of the Customer is
a dynamic way to provide sales and service professionals with
the means to create better alignment of their own, as well as
their organization’s values, with those of their customers.
Based on five years of customer-focused research, this innovative
three-tiered program will enable your team to better understand
the alignment issues between themselves, management, and their
customers.
Mind
of the Customer will help participants:
- Realize
the importance of understanding clearly the values their customers
value most in a sales or service relationship.
- Recognize
the values that are "top of mind" for themselves,
their organization and their customers.
- Form
a concrete and specific dialogue around those values.
- Develop
an action plan to align personal and organizational values with
their customers.
- Appreciate
what it means to be truly customer-focused.
Program
Description
Participant
teams of six to eight people gather at tables around a learning
map and work with a 40-card deck. Each card describes a positive
customer-focused value. These values were collected over five
years of research and are ones that successfully align sales and
service professionals with their customers. Participants first
sort out their own top ten values - the ones at their own "top
of mind" - and then discuss their sort with the rest of their
team. This process provides insight into the individual perspectives
of the other team members and an opportunity to explore the positive
nature of their similarities and differences. The discussions
that arise help team members better understand the collective
thought driving the team or organization.
The
first Reveal discusses those values the organization considers
top-of-mind when dealing with customers and prompts the teams
to assess their own alignment with corporate direction. The second
Reveal is the heart of the program, because data about
what customers most want from sales and service representatives
is disclosed.
What
emerges from the discovery of this information is a real-life
"gap analysis" of what your customers want vis a vis
your team’s perception of its customers’ needs. Team
members are challenged to create specific plans of action to close
the gaps and achieve closer alignment with their own customers.
Participants leave the workshop with personal action plans and
several exercises to conduct with their teams and customers, which
serve to reinforce their skill in recognizing and accurately identifying
the needs of their customers and offer a fresh perspective on
being truly customer-focused.
Audience
The target audience includes all levels
of sales, service, and customer support organizations.
Implementation
/ Customization
Typically implemented in a three-hour session,
Mind of the Customer is a powerful standalone program and complements
all other programs in the Performance Mastery System.
Customization
of Mind of the Customer requires four weeks. It includes interviews
with six to twelve key customers and four members of the management
team.
Mind
of the Customer | Values
| Resolving
Conflict | Visioning
| Performer
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Symphony v-Map™ | Team Power
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