Leading Your Organization for Customer Delight and Customer Focus in Consumer Markets

Previous Title: Leading Customer Delight in Consumer Markets

    

Who is it for?

Senior managers and executives in companies in the Consumer Market.

What business issues will we address?

Most companies leave their consumers “satisfied but indifferent”. In this hypercompetitive age, companies need to “delight” their customers so they become loyal to the point of actively recommending the product and/or company to friends and colleagues. For many companies, this requires a complete overhaul of the way business is conducted.

What will I be able to do after participating?

You will be better able to:

• Understand what it really means for a business to delight its consumers (vs. leaving them satisfied yet indifferent)
• Assess the financial value of satisfied vs. dissatisfied consumers and how to decide where to allocate your funds for greatest impact
• Know how you as a leader can grow your business by instilling a customer-driven mindset in your people
• Understand the types of leadership behaviour that can kill any chance of “getting it right”