From the Client Experience to the Client Commitment: The Journey

Objectives

• Understand the need to work effectively with internal and external stakeholders and contribute to a customer strategy that enhances business competitiveness

• Add more value to business decisions by understanding strengths and weaknesses as perceived by the client and anticipating his/her specific needs (Context v/s clarity

• Recognize the need for client driven change that could lead to business growth and excellence

Content

1-Successful Client Strategy What is a client strategy and why we need one

The art of transformation (unfreeze-change-refreeze)

Why implementation of strategies fails: driving vs. restraining

Minimizing resistance to change: Sources of innovation and change –

2-The role of the client in your organization

Decision making culture (company values)

. The trade-offs: customer vs. employees vs. quality

3-Dimensions of the overall business strategy

– Products vs. Processes vs. Service

– Client Centric Change: organization enablers and barriers

– Client engagement sets the direction

– Client attitudes: rational and emotional

– The touchpoints

– Customer targeting prioritization:

. Customer experience

. Engagement vs. relationship vs. potential