Leading Expert in Customer-Focused Business Strategies - PDF document

Leading Expert in Customer-Focused Busin
Leading Expert in Customer-Focused Business StrategiesCUSTOMERCENTRICITYCustomerCentricityLed by Don Peppers, one of the world's most respected experts on customer experience and customer focused business strategy, this 100% digital event will offer in-depth insights into how build and maintain a truly customer-centric business. In three sessions taking place over three days we will learn why customer experience should be a fundamental part of your business strategy; how to align your organization around customer centric principles; and the role leadership and culture play in building a truly customer centric business. WHAT IS ONCUSTOMERCENTRICITY?3DAY

S6HOURS3SESSIONS100%DIGITALCustomers
S6HOURS3SESSIONS100%DIGITALCustomers will create the most value for you at the point they think you are creating the most value Don PeppersLeading Expert in Customer-Focused Business StrategiesDon Peppers is one of the world's most respected experts on customer experience and customer-focused business strategies. A best-selling author and marketing futurist, Don has educated and motivated audiences around the globe on how businesses can compete in a dynamic, technologically fast-moving He has written nine books with business partner Martha Rogers, including the hugely influential The One To One Future. His latest book, What, How and Why Now, provides insights

and “how to” recommendations f
and “how to” recommendations for building and maintaining a truly customer-centric business.CUSTOMERCENTRICITYWHY CUSTOMER EXPERIENCE IS EVERYTHINGTUESDAY 6 OCTOBERBeyond Satisfaction – Don’t be satisfied with satisfaction. Get your customers engaged, stimulated, involved, and committed to the success of your business.Transformation at the Speed of Customers – Why speed and agility are paramount as the quality of the customer experience is rapidly improving in every business categoryCustomer Insight and Empathy – To treat a customer relevantly you must know what it feels like to be that customer: How to understand what different needs your di

fferent customers have.Extreme Trust

fferent customers have.Extreme Trust – How extreme trust generates extreme loyalty, as well as customer advocacy. And what it means to always act in your customers’ interests, proactivelyALIGNING YOUR ORGANIZATION AROUND CUSTOMER CENTRIC PRINCIPLESWEDNESDAY 7 OCTOBERAlign Incentives with the Value Customers Create – Why it’s dangerous to measure and reward employees based solely on short-term profits or costs, rather than the long-term value created by customer-centric successes.How to Talk About Customer-Centricity with the CFOKeys to focusing on the economics of customers, rather than on the accounting process. Linking short-term metrics (like v

oice-of-customer feedback) to likely cha
oice-of-customer feedback) to likely changes in the long-term value still to be created by Aligning and Getting Value from Employees – Start with job satisfaction, engagement, and intrinsic motivation. Add employee-ready systems and technologies, psychological safety, and diverse ideas, then stir vigorously.DURATION OF EACH SESSION: EACH SESSION BEGINS AT: 9:00AM AEST (Australia) | 7:00AM (New Zealand) | 11:00AM (Singapore/ Hong Kong)THE ROLE OF LEADERSHIP AND CULTURE IN BUILDING A CUSTOMER CENTRIC BUSINESSTHURSDAY 8 OCTOBERWhy Culture Eats Strategy for Breakfast – But Also Strangles Innovation in the Crib – How a company’s unwritten rules and cus

toms play a critical role in how any cus
toms play a critical role in how any customer-centric effort is understood and The Importance of a Unifying Purpose – How to ensure that all employees know and agree on “the direction of purpose must transcend the business itself, even the The Self-Organizing Company – When employees are both empowered and engaged with a unifying purpose, there’s no need to require them to delight customers; just let them. How to foster a customer-centric culture from the bottom-up thinking of engaged employees, and not simply from top-down rules and processes. – Revealing the limitations of automation and artificial intelligence: how and when to experiences,

individually.Six Leadership Behaviors of
individually.Six Leadership Behaviors of Customer – Centric Executives – Why managers at a customer-centric company will have different priorities than those in a more product-centric company, and how to instill these priorities in your own company’s management ranks.SPECIAL OFFERValid through 25 September 2020TICKET INCLUDES:3 tickets429 USDRegular price747 USD5 Tickets699 USDRegular price1,245 USD10 Tickets1,299 USDRegular price2,490 USD1 Ticket149 USDRegular price249 USDwobidigital@wobi.comwww.wobi.com/online-events/en-au ACCESS TO THE 3-DAY DIGITAL EVENTCERTIFICATE SIGNED BY DON PEPPERS & WOBIEXECUTIVE SUMMARYEXCLUSIVE AUDIOVISUAL CONTENT POST