Customer Delight: The Path to Competitive Advantage

Build a customer-focused organization that creates stronger customer loyalty, meaningful competitive advantage, and improved business results. Leaders learn how to move beyond good customer service by aligning strategy, behaviors, measurement, accountability, and organizational practices around customer success.

PROGRAM OVERVIEW

Great organizations are not defined by how customer-focused they believe they are—they are defined by how customers experience them. Customer Delight: The Path to Competitive Advantage helps leaders examine their organization from the customer's perspective and build the strategy, culture, behaviors, and systems necessary to create greater customer loyalty. Participants explore the difference between good service and true customer focus, assess current performance, identify systemic barriers to customer excellence, and determine how leadership, customer feedback, measurement, accountability, recognition, and employee behavior must work together to create sustainable competitive advantage.

SKILL & OUTCOME DEVELOPMENT

Use customer-focused measures, internal processes, performance expectations, rewards, and consequences to turn customer-focus strategy into sustained behavior.

Engage leaders and employees in continually improving the customer experience through clear expectations, training, accountability, recognition, and reinforcement.

Understand what drives loyalty, collect meaningful customer feedback, and translate customer insight into actions that improve retention and relationships.

Create an outside-in approach that makes customer success a driver of organizational strategy and execution.

TARGET AUDIENCE

Sales Directors & Mgrs, VPs

Get Started