Overview:

Despite all available knowledge and thousands of books about customer centricity, customer focus, customer intimacy, and similar terms, there is still a tremendous gap between this knowledge and the reality in most organizations.

One key root cause is the fact that too many managers see customer service as something that can be delegated to some departments called "customer service" or "after-sales service" or the like. Only very few organizations embrace customer focus as a concept that influences the whole organization. It triggers internal conversations as well as external ones. It dramatically influences how managers and employees spend their days, including which meetings they attend, which projects they start, and which conversations they lead.

Customer focus is, rather, an attitude rooted in fundamental beliefs than it is an orientation or an approach. This is why in this webinar, we will suggest a radically comprehensive approach to total customer focus, which starts at the deeply rooted beliefs of the leadership team and cuts through common assumptions and conventional wisdom.

Based on international best practices and human psychology, we will uncover why too many customer-focused programs in organizations generate only mediocre results and what leaders should focus on if they aim to build a sustainably successful business that is not only more profitable than the average but also, by far, a better place to work.

Why should you attend: In brief, you should attend this webinar if you see potential for more growth, increased profitability, or more satisfied customers at your organization. If you strip business success down to the most essential factor, it is all about serving customers in the most beneficial way, both for the customer and for the seller.

Consequently, this webinar is a must for you if you currently observe one or more of these challenges in your organization:

• Discussions and meetings are more around internal issues than customer-related challenges
• Full customer focus is not always and at all times guaranteed throughout your organization
• Employees do not always behave in the most results-oriented manner when interacting with the customer
• Even if people are educated, they often miss the goal to serve the customer in the best way
• Employees forget that they only work for one reason: to deliver value to customers
• People spend more time on non-customer related work than not
• Employees lose the meaning of their work, which results in lower productivity
  

The consequences of these symptoms of lacking a customer focus are widespread, and they include the following:

• Fewer new customers than possible
• Less repeat business with existing customers
• Less productivity
• Higher business risks

This webinar is a perfect choice for you if you want to do the following:

• Create an organization that provides outstanding value to customers
• Align all people behind the mission to serve the market in the best way
• Have people inspired by feeling and seeing customer interactions each day
• Have people ask themselves constantly how much value their current activities add to the customers
  

Areas Covered in the Session:

• Why virtually all organizations need to improve their customer focus
• What customer focus really means in daily business life
• The underlying root causes why people in organizations are not naturally inspired to serve customers
• Why most managers do not focus on customers and how to turn the focus around
• Why changing people's beliefs is crucial and how to do it
• A comprehensive model to ignite and sustain total customer focus throughout the whole organization
• The typical traps of total customer focus and how to avoid them
• Five changes with effects on your growth and profit that you can implement immediately
  

Who Will Benefit:

• CEOs
• Business Unit Heads
• Marketing Professionals
• Sales Professionals
• Anyone in any Leadership Role
• Interested Employees of all levels who want to learn about a New Paradigm for Customer Focus