Develop a

EFFECTIVE CLIENT CULTURE

This training will allow you to understand the stakes of customer satisfaction, the customer journey, and the elements of a successful customer experience.

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Objectives

Understand how to promote awareness among business teams regarding their impact on the quality of service provided to the customer
Learn how to establish and develop a true Customer Culture at all levels of the company
Know how to identify moments of truth in the customer journey and use each interaction with the customer to develop their satisfaction.

Intra

Our in-house sessions allow you to customize the training to your specific context and challenges, with specific anchoring options.

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Content

Training access time: The training can start 8 days after the agreement is signed or the OPCO support agreement is received.

Customer reviews*

4.9/5 (427 reviews)

Success rate*

100%

* These indicators are updated each year using consolidated data from previous years.

Source of indicators: List of trained learners/knowledge validation quiz/training evaluation

Last updated figures: 15/05/2024

Program

Training schedule

A company's customer culture and its evaluation

Template of key elements for customer satisfaction
Customer culture assessment matrix

Practical activities:

Assess your company's maturity on the keys to customer satisfaction
Assess the level of maturity of your company in terms of customer culture

Methods for measuring customer satisfaction

Customer satisfaction
Collection and measurement methods

Practical activities:

Prepare a satisfaction measurement system.

Levers for placing the customer at the center

Customer centricity maturity matrix
Template of levers for customer centricity

Practical activities:

Assess your company's maturity on its customer centricity
Determine the initiatives to undertake to improve your score on the levers

The customer journey and contact points

The persona
The pyramid of considerations
The Customer Journey Design

Practical activities:

Complete the Consideration Pyramid
Define your customer journey

Customer experience and its improvement

The design of the Customer Journey
The customer experience wheel

After the training

Knowledge validation questionnaire

Before each session

Participants complete the corresponding e-learning module.

During the session

The trainer facilitates with quizzes, individual or collaborative exercises, challenges, and role-playing.

After each session

Participants complete practical exercises relevant to their own context.

TRAINING MODALITIES

Public

Sales representatives, business developers, technical sales representatives, consultants, sales managers.

All our training courses are accessible to people with disabilities. Contact us for specific support tailored to your needs.

Prerequisites

A positioning questionnaire is sent before the start of the training to assess the level before entering the training.

Evaluation

At the end of the training, participants will receive a questionnaire to validate their learning and establish the extent to which the training objectives have been achieved.

The results of this questionnaire will be provided to the client at the end of the training, during a post-training follow-up meeting (debriefing).

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Would you like to discuss your training needs?

Develop a Solid Client Culture: Foundations and Benefits

Customer culture is much more than just a business strategy. It reflects a company's deep commitment to its customers, an approach that shapes every interaction, process, and decision. In this article, we will explore in depth the concept of customer culture, its crucial importance for companies, and how it can be developed and maintained to generate sustainable competitive advantages.

What is Customer Culture?

Customer culture can be defined as the set of values, beliefs, behaviors, and practices within a company that emphasize customer satisfaction, experience, and loyalty. It is a holistic approach that places the customer at the heart of all company activities, from the design of products and services to the delivery of customer service.

Develop a Strong Client Culture

To develop a strong customer culture, it is essential to start with a thorough understanding of your customers' needs, expectations, and desires. This requires active listening and continuous analysis of customer feedback. Then, it is important to align the company's objectives with customer satisfaction and involve all members of the organization in this process.

Benefits of a Customer-Centric Culture

A customer-centric culture offers numerous benefits for businesses. First, it fosters loyalty among existing customers by increasing their satisfaction and improving their experience. Second, it contributes to the acquisition of new customers by strengthening the company's reputation and generating positive recommendations. Finally, it stimulates innovation by encouraging collaboration and promoting the adoption of new ideas centered on customer needs.

Key Elements for a Sustainable Customer Culture

Several key elements are necessary to establish a lasting customer culture. These include a clear definition of customer service values and standards, training and development of employees to enable them to provide exceptional customer service, and the implementation of processes and systems to continuously monitor and measure customer satisfaction.

In conclusion, customer culture is an essential pillar of any company oriented towards long-term growth and success. By placing the customer at the center of its concerns and developing a culture focused on satisfaction, experience, and loyalty, a company can not only stand out from the competition but also create lasting and mutually beneficial relationships with its customers.