Transforming Toward Customer-Centricity
Learn how to refocus stakeholders on customer needs, improve product quality, and create a customer-centric culture with this transformative workshop. Ideal for CX, UX, and business professionals. Boost your company’s success by prioritizing quality over speed.
What you’ll learn
- Advice and actionable takeaways on strategic approaches to refocusing stakeholders, leaders, execs on the business side on customer needs, tasks, & priorities.
- How do we interest and convince the stakeholders who don’t jump when we say, “Customers have problems”?
- Measuring it all quantitatively & determine the ROI of improving the quality of the products, services, & 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.
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.
Ⓒ 2022. All Rights Reserved. Please credit Debbie Levitt and Delta CX if you are using/reusing/creating derivatives/variations of any of this. Thanks!
Who this course is for:
- This training is great for anybody looking to inspire companies of any size or industry to reprioritize quality over speed. The content was designed for consultants, workers, leaders, managers, and execs in:
- CX, UX, Design, Business Analysts, Engineering, Product Managers, Project Managers, Lean Evangelists Scrum Masters and Agile Coaches, Marketing, Sales, Business Transformation Leaders, Strategists
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