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Inside Out Experience Design: Break the Rules of Customer Centricity and Succeed!

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This FREE webinar was recorded on:
September 16, 2011
12:00 PM - 01:00 PM EST

Typically, being "customer-centric" is viewed as a process that places customers at the center of everything. But what happens if you take a different view and place your employees at the center of your customer experience design strategy?

Instead of following the traditional "marketing" approach - where customer insights and branding are used as the launch platform for redefining an organization’s customer experience - learn how one customer-centric organization significantly improved customer satisfaction, loyalty, and the bottom line, by taking a unique “inside out” approach to customer experience design.

In this webinar, learn how to implement a successful customer experience strategy by creating a customer-centric culture within your organization, which has been proven to produce immediate and measurable results.

Learn:

  • What customer centricity should look like on the inside of an organization - and from the customers’ point of view
  • Strategies for creating a customer-centric culture within your organization
  • The pitfalls of not approaching customer centricity from the inside out
  • Key steps to implementing and sustaining a culture of customer centricity within your organization

 

For additional learning resources on Customer Experience download the 'Customer Centricity Begins At Home' whitepaper: http://www.customermanagementiq.com/people-management/white-papers/customer-centricity-begins-at-home/

Presenters:

Jerilyn MacLaren-Hall
Experience Design Strategist
MISI
Linda Moore
Executive Director
Morris Museum
We respect your privacy, by clicking ‘Watch On Demand’ you agree to receive our e-newsletter, including information on Podcasts, Webinars, event discounts and online learning opportunities. For further information on how we process and monitor your personal data click here. You can unsubscribe at anytime.