Inside the Customer-Focused Company

Organizational Champions Part 1 - Mike Thompson

Mike Thompson, CEO of SVI, an organizational development company, and author of Organizational Champions: Beyond Leadership for People, Causes & Ideas addresses executives from approximately 40 retail organizations about doing business in today's business climate. In a world where there are no barriers to communication, a business has to embrace its customers in a way never seen before. Gone are the days of the "one-way message" where companies could carefully craft their message, send it to its customers and move on. Today, communication is instantaneous and ubiquitous. Companies cannot turn a deaf ear to stakeholders.

Mike Thompson explores how companies can successfully navigate this new world and even thrive.

This is the first of three segments from a recent Organizational Champions event. Be sure to also checkout segments two and three from this series.

Time: 50:41

Organizational Champions Part 3 - Andy Murray

Andy Murray, CEO of Saatchi & SaatchiX, a 650-person ideas company focused on turning shoppers into buyers gives a gripping presentation on how retailers must proceed to be successful in moving into the hearts of its customers. This presentation is a must see for anyone in the retailing or service industries.

This is the last of three segments from a recent Organizational Champions event. Be sure to also checkout segments one and two from this series.

Time: 43:10

Service Starts With a Smile

Cary Cavitt's first book, Service Starts with a Smile explores 69 reasons why customers return. Each reason explains clearly the mind of the customer and their perception of your service. The whole goal of providing outstanding service is simply to understand the need of the customer and exceed this expectation.

Cary also believes that customers choose not to return because they have not had their first need met which is simply to feel welcomed. This decision can be made within the first five minutes of actual contact with an organization.

Service Starts with a Smile is great for those who want to improve on gaining repeat customers who will go out and tell their friends about the great service that you provide!

You can learn more about Cary at his web site www.carycavittconsulting.com.

Customer Service Superstars: Six Attitudes That Bring Out Our Best

Customer Service Superstars focuses primarily on the "big six attitudes" that every customer service superstar consistently shows to his or her customers. Cary believes that outstanding service can only be produced when these six attitudes are present.

Cary explores the following six attitudes and how they make all the difference in providing excellent service: Friendliness, Enthusiasm, Caring, Respect, Encouraging and Thankfulness.

When these six attitudes are consistently present in your team, customers will soon take notice and eventually be your best advertisers in bringing new customers to your organization!

It's a great read if you are looking to make positive changes.

You can learn more about Cary on his web site www.carycavittconsulting.com.

Introduction to MANAGING FOR VICTORY

• Visioning creates a common focus
• Involving everyone establishes a superior organization
• Continuously improving achieves excellence
• Training, educating, coaching, facilitating, mentoring develops a learning culture
• Owning the work process fosters empowerment
• Recognizing and rewarding builds high performance
• Yearning for victory ensures success

• 3 major reasons for using MANAGING FOR VICTORY System
• 7 benefit of the SYSTEM
• 10 essential beliefs of the philosophy
• 5 critical element of the foundation
• 9 requirements of the VICTORY framework
• 8 considerations for using customers to drive VICTORY
• 5 actions to create a common focus
• 7 elements to establish a superior organization
• 5 specific methods to achieve excellence
• 5 steps to develop a learning culture
• 3 guidelines to foster empowerment
• 7 critical actions to build high performance
• 7 elements to ensure success
• 6 characteristics of progressive leaders
• and more!

Winning Customers

• Can make or break organization
• Unique needs and expectations
• Set total customer satisfaction targets
• Treat customers as special
• Orient everyone in the organization with a customer focus
• Make getting and keeping customers the goal
• Engage the “voice” of the customer in product/service design
• Relate to customers as long-term partners

• 8 essential customer considerations
• 6 reasons customers can make or break an organization
• 6 key steps to understand customer unique needs and expectations
• 12 important customer satisfaction factors
• 7 ways to treat your customer as special
• 3 methods to orient everyone with a customer focus
• 5 essentials of getting customers
• 5 step process for learning from your customer
• 5 step process for negotiating with your customer
• 4 essentials of customer care
• 7 considerations to respect customers
• 6 step process to engage the customer
• 5 essential to relate to customers as long-term partners
• 6 step worksheet for winning customers
• and more!

Uncommon Customer Service

Champion Customer Care Workbook

• 8 essential champion customer care considerations
• 3 steps to create a customer focused culture
• 6 benefits to the organization
• 9 ways allows empowerment
• 6 techniques makes a difference in profitability
• 8 considerations provides a focus for the organization
• 7 methods incites a passion
• 7 ways it optimizes resources
• 12 considerations nurtures total customer satisfaction
• 4 step process for champion customer care plan
• 5 essentials of getting customers
• 5 step process for learning from your customer
• 5 step process for negotiating with your customer
• 4 essentials of customer care
• 6 step process to engage the customer
• 8 essences of the customer experience
• 8 essential of winning customer attitude
• and more!