Customer DNA

We help you reshape your organisational culture by enabling your organisation to think from the customer perspective. This training is designed for small groups from across the organisation. Using the five building blocks of the Customer Engagement Model, they will work together to identify what the right customer experience is for your customers across the customer lifecycle.

Based on a set of customer scenarios, the group will design the desired customer experiences and the moments of truth. What does the ideal customer experience look like? The Happy Flow? What are the moments of truth? What are the small bigs that make the difference for customers? How do you want to drive satisfaction and recommendation?  What channels will you use?

The group will work select the top experience designs and create an action plan. What do they need to make it happen? What is the business case? What are the next steps? By engaging your employees to think from the customer perspective and to create a tangible customer experience roadmap, we help you to realise a truly customer-centric organization that thinks and acts with the customer in mind.