The Customer-driven Organization

Overview/Description
 Good companies are customer-focused. Great companies are customer-driven. What's the difference? Great companies don't just focus on the customer. Great companies develop a relationship with their customers. They listen. They commit to making their customers happy. Every decision they make is driven by giving their customers what they say they want, not what the companies THINK they want. To become truly successful, a company needs to acknowledge and honor the relationship it has with its customers. And this commitment should be reflected in everything the company does--from creating a mission statement, to treating customers like partners, to doing the kind of business that guarantees customer satisfaction.

Target Audience
 managers, supervisors, customer service representatives, and front line employees

Expected Duration
2.0 hours

Lesson Objectives:

Is Your Mission Statement on Target?

  • recognize the benefits of using a customer-driven mission statement.
  • identify the input needed to write a customer-driven mission statement.
  • sequence the steps for writing a customer-driven mission statement.
  • identify strategies to keep the customer-driven mission statement vital.
  • identify ways of helping employees live the organization's customer-driven mission statement.

    • Making the Customer a Business Partner

  • identify the advantages of developing a partnership relationship with customers.
  • identify strategies that enhance customer partnerships.
  • identify the practices that can damage a partnership relationship with customers.
  • identify effective strategies for benefiting from customer complaints.
  • identify the marketing tools appropriate for different partners in workplace situations.

    • Even before They Ask

  • recognize the benefits of using the Exchange Model to manage customer relationships.
  • identify examples of businesses using the Exchange Model.
  • identify the steps involved in adapting the Exchange Model to an organization.
  • use effective methods to reverse Exchange Model debts in a business scenario.
  • identify effective means of supporting front-line employees who use the Exchange Model.

    • Course Number: CUST0121