WOBI ON CUSTOMER CENTRICITY

SESSIONE 1 – 2 Ore

01 PERCHÉ L'ESPERIENZA DEL CLIENTE È TUTTO

• Oltre la soddisfazione
• Trasformazione alla velocità dei clienti
• Approfondimento ed empatia con i clienti
• Estrema fiducia

SESSIONE 2 – 2 Ore

02 ALLINEARE L'ORGANIZZAZIONE AI PRINCIPI DELLA CENTRALITÀ DEL CLIENTE

• Allineare gli incentivi al valore creato dai clienti
• Come parlare di centralità del cliente con il CFO
• Allineare e ottenere valore dai dipendenti

SESSIONE 3 – 2 Ore

03 IL RUOLO DELLA LEADERSHIP E DELLA CULTURA NELLA COSTRUZIONE DI UN'AZIENDA INCENTRATA SUL CLIENTE

• Perché la cultura mangia la strategia a colazione
• L'importanza di uno scopo unificante
• L'azienda auto-organizzata
• Umano al massimo
• Sei comportamenti di leadership dei dirigenti incentrati sul cliente

01

PERCHÉ L'ESPERIENZA DEL CLIENTE È TUTTO

• Oltre la soddisfazione – Don’t be satisfied with satisfaction. Get your customers engaged, stimulated, involved, and committed to the success of your business
• Trasformazione alla velocità dei clienti – Why speed and agility are paramount as the quality of the customer experience is rapidly improving in every business category
• Approfondimento ed empatia con i clienti – To treat a customer relevantly you must know what it feels like to be that customer: How to understand what different needs your different customers have
• Estrema fiducia – How extreme trust generates extreme loyalty, as well as customer advocacy. And what it means to always act in your customers’ interests, proactively

02

ALLINEARE L'ORGANIZZAZIONE AI PRINCIPI DELLA CENTRALITÀ DEL CLIENTE

• Allineare gli incentivi al valore creato dai clienti – 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
• Come parlare di centralità del cliente con il CFO – Keys to focusing on the economics of customers, rather than on the accounting process. Linking short-term metrics (like voice-of-customer feedback) to likely changes in the long-term value still to be created by customers
• Allineare e ottenere valore dai dipendenti – Start with job satisfaction, engagement, and intrinsic motivation. Add employee-ready systems and technologies, psychological safety, and diverse ideas, then stir vigorously

03

IL RUOLO DELLA LEADERSHIP E DELLA CULTURA NELLA COSTRUZIONE DI UN'AZIENDA INCENTRATA SUL CLIENTE

• Perché la cultura mangia la strategia a colazione – But Also Strangles Innovation in the Crib – How a company’s unwritten rules and customs play a critical role in how any customer-centric effort is understood and implemented
• L'importanza di uno scopo unificante – How to ensure that all employees know and agree on “the direction of success” for the company – and why this unifying purpose must transcend the business itself, even the business model
• L'azienda auto-organizzata – 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
• Umano al massimo – Revealing the limitations of automation and artificial intelligence: how and when to empower employees to manage individual customer experiences, 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