The Customer-Focused Organization: Critical Steps in Achieving and Sustaining Focus
Upcoming Sessions (Fee includes lodging and most meals)
November 11-14, 2013 $6,300
May 12-15, 2014 $8,300
November 10-13, 2014 $8,300
Manage the Total Customer Experience
In a collaborative learning environment, this program inspires you with the skills to center your firm on the market by learning from your customer's experiences and evaluating the alignment of your organization's strategy and culture.
Organizations totally driven by the market consistently outperform their competition in profitability. These organizations carefully segment their customers and deliver an outstanding total customer experience. Truly market-focused organizations not only develop a sound market-focused strategy, but they also align all aspects of their business. In these organizations, everyone, regardless of position or function, knows what the market strategy means for his or her job and makes decisions consistent with this strategy.
Who should attend
This program targets executives with the power to initiate change in their organizations and those responsible for or contributing significantly to the development and implementation of market-focused strategies and initiatives. Typically, this includes general or group managers, directors of strategic planning, heads of major functions, senior marketing managers and heads of customer experience and perception management.
During this program, you will learn to:
- Communicate internally how to be a truly great market-focused organization
- Understand how your customers experience your organization's products and services and the impact customer experience has on satisfaction and brand image
- Understand how to drive the target market value proposition throughout your organization and convert marketing initiatives into real performance
- Develop a continuous and sustainable process for learning about and adjusting to the needs of the target market