Building Customer Intimacy
1 to 2-day hands-on workshop directed by Fred Wiersema
In this highly interactive workshop, business leaders (from multiple functions across the firm) take a critical look at their company's leadership profile, customer engagement practices and aspirations. Through rich discussions and experiential activities, we explore what must be done to build trust, transform customer experiences and shape a winning culture. The workshop's emphasis is on calibrating leadership mindsets and preparing for pertinent action, rather than on analytical tools.
The workshop caters to senior managers in companies that depend on extended relationships with customers. That includes many B-to-B firms, service-intensive companies, and technology-driven businesses. I work with Fortune-500 corporations and their business units, as well as with selected mid-size and entrepreneurial companies.
The role of the leader is to set a direction that everyone in his or her organization can and wants to act on. This program covers four essentials of leadership to build firm-wide momentum for customer intimacy:
1. Creating shared aspirations - the rallying cry and a sense of urgency.
2. Engaging deeply with customers - connecting rationally and viscerally.
3. Executing with discipline - delivering results; action-bias.
4. Shaping the culture - the essence of what makes a business tick.
In collaboration with the responsible lead executive, I calibrate my program for each client's situation and participant mix. Prior to the event, I acquaint myself with the company's context and interview selected execs and/or customers to get a feel for their concerns.
Number of participants
To facilitate rich interactions, the optimum workshop size is 20 to 40 people. The workshop can accommodate a larger number, but with an inevitable drop-off in terms of 'airtime' per participant.
The workshop's intent is to generate fresh insights and determine what pivotal actions can be set in motion. Success means the program has legs.
As examples, the workshop commonly spurs participants to sharpen their customer engagement routines or address their customer churn. Others use it as springboard for collaborative projects with stretch customers to explore better solutions or new business angles. As needed, I provide follow-up support to help leaders stay the course.
"Thanks, Fred. Great feedback from the group! It was a 10 on a 1-10 scale."
business software firm
"Your workshop was one of the highlights of my continuous- learning life. It was 'spot-on' for our business."
comm. insurance business
- Division president;
"Thank you for your splendid work and exceptional insights that lead to a most successful marathon event..."
wholesale distribution firm
"The program's success is a direct result of your efforts."
"As usual, you were phenomenal"
- Organizers' comments,
exec. dev. program;