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Improving Customer Focus is the pivotal obsession of every company. Every Chief Executive aspires to it and scores of companies track this intention in their mission statements.
Some have succeeded, but for many it is a constant battle to get within touching distance of being the best in their business category.
TPI recognises that exemplary companies must deliver exemplary “value” throughout the entire customer experience.
Such achievements are not accidental. They require a perceptive understanding of the properties inherent in the concept of “value”.
In addition, a clear working knowledge of where “value” can be optimised and added at key stages and at all processes throughout the company’s delivery and supply chain and its management structure is imperative to success.
Our Managing and Delivering Customer Value™ programme fully addresses every issue.
Programme features
- TPI consultants audit organisations to identify areas of process and other changes required to deliver true customer centricity. Gaps in quality, intention and achievement are researched and identified prior to our engagement.
- The programme’s premise is that everyone at every level in any organisation must understand their personal role in delivering value.
- Our own Customer Centric Corporation© model expertly identifies the cornerstones required for delivering value consistently and successfully to every type of customer.
- If real change is to be effected we start with Management Workshops. Management must enthusiastically embrace the difficult choices they face if the programme of change is to move beyond fine words into practical, meaningful and measurable actions.
- Interactive workshops are used to engage everyone in the concepts of customer focus. They provide an effective understanding of where value is actually delivered and at what points in the value chain.
- Smaller cross-functional teams will then examine the core processes detail that need to be reassessed and what actions need to be implemented to secure effective and lasting change.
- The change initiative is sustained with mentoring and practical training interventions, post-programme audits and feedback sessions. This helps to endorse and refuel the programme by tackling the constant communication challenges and ensuring that everyone involved feels engaged and valued.
Who should attend?
Anyone in an organisation who has to 'add value' to the customer's overall experience through improvements to products and services, processes and collaboration.
How your organisation benefits
The programme’s major benefits include:
- Clarity of customer focus and the scale and content of change required.
- Understanding what it really means to be truly Customer Focused and deliver exceptional Value.
- Transmitting the realities of change required to enable the organisation to move ahead.
- A major uplift in the motivation of all employees to deliver better performance.
- Specific and measurable ideas for improving the customer experience.
- Better value to the customer and greater job satisfaction for all who work in the business.
- More profit and greater competitiveness.
What is the delivery format?
The following graphic illustrates the workshop process that we adopt as well as the tools that we use to reinforce learning in the workplace. As with all of our solutions the final approach will be precisely tailored to your unique requirements.
 What previous participants have said…
 About Transform People International
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