on demand

WOBI ON CUSTOMER CENTRICITY

with Don Peppers

249 USD

Don 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 world. He has written nine books with business partner Martha Rogers, including the hugely influential The One To One Future.

His latest book, Customer Experience: What, How and Why Now, provides insights and “how to” recommendations for building and maintaining a truly customer-centric business.

SESSION 12 Hours

01 WHY CUSTOMER EXPERIENCE IS EVERYTHING

  • Beyond Satisfaction
  • Transformation at the Speed of Customers
  • Customer Insight and Empathy
  • Extreme Trust
SESSION 22 Hours

02 ALIGNING YOUR ORGANIZATION AROUND CUSTOMER CENTRIC PRINCIPLES

  • Align Incentives with the Value Customers Create
  • How to Talk About Customer-Centricity with the CFO
  • Aligning and Getting Value from Employees
SESSION 32 Hours

03 THE ROLE OF LEADERSHIP AND CULTURE IN BUILDING A CUSTOMER CENTRIC BUSINESS

  • Why Culture Eats Strategy for Breakfast
  • The Importance of a Unifying Purpose
  • The Self-Organizing Company
  • Human to the Max
  • Six Leadership Behaviors of Customer-Centric Executives

Don 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 world. He has written nine books with business partner Martha Rogers, including the hugely influential The One To One Future.

His latest book, Customer Experience: What, How and Why Now, provides insights and “how to” recommendations for building and maintaining a truly customer-centric business.

 

SESSION 12 Hours

01

WHY CUSTOMER EXPERIENCE IS EVERYTHING

  • Beyond 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 category
  • Customer 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 different 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, proactively
SESSION 2 – 2 Hours

02

ALIGNING YOUR ORGANIZATION AROUND CUSTOMER CENTRIC PRINCIPLES

  • Align 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 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
  • 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
SESSION 3 – 2 Hours

03

THE ROLE OF LEADERSHIP AND CULTURE IN BUILDING A CUSTOMER CENTRIC BUSINESS

  • Why Culture Eats Strategy for Breakfast – 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
  • The Importance of a Unifying Purpose – 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
  • 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
  • Human to the Max – 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

“Customers will create the most value for you at the point they think you are creating the most value for them”.

Don Peppers

Included with your Registration

Full Access

Access to the On Demand content for 30 days.

EXECUTIVE SUMMARY

Written overview of key learnings from each session.
MULTI-LANGUAGE
All sessions available in English, Spanish and Italian.
CONTENT
6 hours of content.

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INDIVIDUAL

249USD

249 USD

GROUPS

3 PARTICIPANTS

SAVE 108 USD!

639USD

747 USD

3 PARTICIPANTS

639USD 747USD 

save 108 usd!

5 PARTICIPANTS

SAVE 206 USD!

1,039USD

1,245 USD

5 PARTICIPANTS

1,039USD 1,245USD 

save 206 usd!

10 PARTICIPANTS

SAVE 491 USD!

1,999USD

2,490 USD

10 PARTICIPANTS

1,999USD 2,490USD 

save 491 usd!

THE IDEAL LEARNING EXPERIENCE FOR ANY TEAM!

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