Leading Your Organization for Customer Delight and Customer Focus in B2B Markets

Previous Title: Leading Customer Delight in B2B Markets

    

Who is it for?

Senior managers and executives in B2B companies.

What business issues will we address?

Most organizations leave their customers “satisfied but indifferent”. While 80% of corporate CEO’s consider their business to deliver a superior customer experience, only 8% of their customers agree (and actually most consider their experience to be “bland”). In this hypercompetitive age, this is unacceptable. Companies need to “delight” their customers and manage relationships in a way that their customers become loyal to the point of actively recommending the company to friends and colleagues. For many organizations, this requires a complete overhaul of the way business is conducted. Silos need to be abolished, mindsets need to be changes, metrics recalibrated, compensation policies reviewed. And above all, the leadership of the business needs to understand, explain and show what it means to “get it right”.

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 customers (vs. leaving them satisfied yet indifferent)
• Know how to assess the financial value of satisfied vs. dissatisfied customers 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”