Customer-centric prioritization
Does everything get priority in your organisation? Or are priorities based on assumptions and gut feeling? Do you experience it as difficult to get all stakeholders involved? Then the Customer-centric prioritization training is for you! *Currently as remote training divided over two half-days including 1-hour coaching
IN THIS TRAINING YOU WILL LEARN …
- Guide a joint prioritization process
- Create a collective understanding of opportunities and ambitions
- Define criteria for customer and company values
- Structuring the prioritization process and making it transparent
- Make subjectivity a subject for discussion by means of a score card
- Organise prioritization workshops
- Encourage teams to influence the customer experience
- To further acquaint your organisation with customer-centric prioritization and that with the help of a coaching moment
DO YOU EVER MISS SUPPORT TO GO FOR AN EXCELLENT CUSTOMER EXPERIENCE?
To develop customer-centric services, you need an understanding of customer needs. Only then can you respond to it, that is the basis. You already know how to do research and how to plot insights on a customer journey map to achieve that excellent customer experience. can make. In this training you will learn how to stimulate customer-centric prioritization within your team and between departments / silos, namely by creating support and speaking one language.
Agenda
TWO DAYS OF THEORY AND PRACTICE
In this 2-day training, you will get new tools, prioritization criteria and skills with which you can achieve customer-centric prioritization within your team and between silos.
Day 1 | 09.00 a.m. – 13.00 p.m.
Setting up the base
We discuss the basic principles of customer-centric prioritization and take you along in a proven method. After the introduction of the method and accompanying step-by-step plan, we will start with step 1: translating customer insights into action-oriented improvement opportunities.
Topics : basic principles of customer-centric prioritization, steps for customer-centric prioritization, pitfalls of prioritization, identifying opportunities for improvement
Day 1 | 09.00 a.m. – 13.00 p.m.
DEFINE CUSTOMER AND COMPANY VALUES
We will continue with the steps of customer-focused prioritization and look at how you define and deploy customer and company values. You will work with a scorecard to help you steer discussions and create cohesion.
After this Customer-centric prioritization training, you will have all the tools and knowledge in-house to get started with facilitating prioritization workshops!
Topics: business value, strategic pillars, experience drivers, joint prioritization, stakeholder engagement, facilitating prioritization workshops, roadmap
WHO IS THIS TRAINING FOR?
Do you influence the customer experience of your organisation? Then this training is suitable for you, and vice versa. Whether you are a Marketing Manager, Service Designer, UX Designer, E-commerce Manager or Product Owner: you are very welcome.
In the training you will get the hands-on tools and techniques to prioritize opportunities for both the customer and your organisation from a multidisciplinary perspective.
When you start with the prioritization process and this leads to your team and organisation moving forward towards influencing the customer experience, you are well on your way! We can help you with this too. As soon as you apply the method in your organisation, you as a participant of this training can use a 1-1 coaching moment.
PERSONAL TRAINING OR IN-HOUSE PROGRAM
This training is designed in such a way that each participant can apply the acquired knowledge to his or her situation and goals. But we can also tailor the components to your specific needs or put together a special in-house program for your organisation. Please contact us to discuss this.
DO YOU HAVE ANY QUESTIONS?
Do you want more information or are you not sure if this training is something for you? Please contact us at academy@essense.eu. Or leave your e-mail address here and you will hear from us as soon as possible!