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Customer Experience/ Branding
Make Your DNA Revolve Around Customers
Get Your Organization Ready to Differentiate and Deliver
This 4-5 hour workshop teaches you how to tear down the barriers that prevent your company from thinking “experience” instead of silo-based operational execution. Get a step-by-step roadmap for crafting memorable experiences that create desire for your brand. Often used to get leadership on the same page, this workshop puts leaders quickly into groups for discussion of current customer performance. The group moves on to understanding what value needs to be delivered to customers and where differentiation should occur. A common language set is started for defining the customer experience, and the organization is armed with tools for advancing the work throughout the company. This workshop is described by many experiencing it as a “watershed” meeting, where leaders uniformly got on board. This workshop is equally successful in a business-business operation as well as in a business-consumer operation. We have significant results using it to bring franchisors and franchisees together in developing a common platform for customer experience delivery. This workshop arms you with a strategy for navigating your corporate machine, the tools to drive the customer agenda ahead, humorous anecdotes to keep your spirit up, and a customized action plan for your organization. Workshop participants will receive practical tools and insights and an understanding of the organizational mindset that must exist for success. The workshop will help you to examine and evaluate the fundamentals necessary for driving a customer agenda for your organization, including:

• Your Organization’s Cultural & Leadership Readiness For Change
• Organizational Structures and Models for Driving Change
• The Core of Power & Competency in Your Organization
• Evaluating & Crafting a Strategy To Work For Your Company

The 5 Habits of Beloved Companies
Beloved companies earn their way into the hearts of customers because of who they are as people; not for how they are branded. Customers admire them for how they are treated; not for how they are handled. And they love them for how they feel when they come in contact with them. Customers return again and again to the beloved companies…because they can’t imagine life without them. The beloved companies transcend the regular practices of commerce and create an emotional connection with their customers. In this keynote, learn the 5 habits that set the beloved companies apart. Learn how they use them actively to define the intent and motivation of your business. Filled with examples of the companies that customers love and employees love being part of; this keynote gives you a lens through which to compare and contrast your organization’s purpose and intent for your customers. With its customized content, it gives you a kick-start to understand where you excel and where the work lies inside your organization.

Life through Your Customers’ Eyes
What’s the experience of your customers today? What is their life like when they interact with you?
Companies become beloved by having pure intent for doing what’s right for their customers, not by standing behind the polished veneer of brand and positioning. They’re not afraid to be themselves. They are reliable without fail. They trust their customers and those who serve them. And they know when to say they’re sorry – they have a human way of making the customer feel okay after failures occurred. And the experience they deliver reinforces these principles in the collective interactions of the organization.

This workshop begins 1-2 months prior to the event with Jeanne Bliss living the life of your customer in 5 key contact points that you identify. For example; she calls your call center repeatedly, purchases your products, goes to your location (when desired) and talks to your customers. Jeanne essentially gets to experience what your customers do. Then, in the workshop, using the information collected, cross-company participants dissect the stages of the experience and the key contact points. First, the customer experience is played back as Jeanne experienced it, backed up by other customer data collected by you. Next, teams dissect how the organization took actions to deliver that outcome. They diagnose the missteps and identify opportunities. Through bringing together parts of the organization that don’t normally work together, the dependencies are identified which are required for delivering an improved customer experience. The customized tools created give you a path to move forward on well after the workshop has concluded.

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Customer Profitability
Deliver Experiences Customers DESIRE!
Companies who emotionally connect with customers deliver a memory so strong and powerful in their customers’ mind that they go way past just remembering it…to desiring to have it again. This emotion pulls customers back and urges them to recommend the experience to others. Memory-creation IS the currency of your brand. Learning how to delivered desired experiences becomes the “cha-ching” that leads to customer profitability. So why don’t companies deliver? We yearn for the days of the corner market where it just plain felt good going to the corner grocery store or dry cleaners. As one of the architects of the Lands’ End customer experience, Jeanne Bliss builds a customized presentation using your existing customer experience; examining it through her lens of customer desire and memory creation. She then prods the audience to evaluate, probe and deliver the ‘aha’ of what it takes to move from the experience you’re delivering today to one customers truly desire.

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Motivating Change
Chief Customer Officer Boot Camp
Proven Strategies to Thrive, Survive & Drive the Customer Agenda Ahead Inside Your Organization
This boot camp has been a sell-out workshop at conferences around the world. It gives attendees the benefit of Jeanne’s 25 years reporting to Presidents and working with corporate leadership and the field to inspire, drive and motivate the change required to instill a customer focus and a new set of competencies within the organization. Workshop participants receive practical tools and insights and an understanding of the organizational mindset that must exist for success. The workshop will help you to examine and evaluate the fundamentals necessary for driving a customer agenda for your organization, including:

An Examination of Your Organization’s Cultural & Leadership Readiness for Change

• Metrics – what is driving business performance today
• Mechanics – what is driving the operation of the business –how well the silos work together
• Motivation – how is the organization rewarded and recognized? What encourages performance?

Organizational Models for Driving Change

• What works by organization size, culture and leadership style
• How to determine the organizational approach that’s right for your organization

Understanding the Core of Power & Competency in Your Organization

• Identifying the current priorities driving metrics, compensation, and reward
• Understanding corporate competencies and zones of comfort in how the organization works
• Reconciling how to achieve success with the current priorities and corporate definitions of success

Evaluating & Crafting a Strategy To Work Through The Four Dimensions of "Customer Quicksand"

• Clarity of Purpose on what you mean to customers and how you deliver it to them?
• Goals & Metrics
  • Are your goals and metrics aligned and consistent across the organization?
• Cross-Company Collaboration
  • How do leaders and functions within the organization work together?
  • What is the outcome on the customer…does anyone know?
• Customer Leadership
  • Are people inspired to operate toward delivering a unified customer experience?
  • Are messages consistent and reinforcing?
  • How do leaders work together?

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