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Block 165 Bukit Merah Central #07-
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Creating a Customer-Centered CultureŽ Video Series
by International Management Technologies Inc, copyright 1998
Do it yourself! Quickly deploy these ground-breaking ideas throughout the organization using your own trainers! This exclusive program, used by award-winning organizations, has previously only been available from on-site consultants to select audiences. While this has been extremely effective, our customers have been clamoring for a product they could use to bring the message to the masses. Now you can have your own people become catalysts for creating a customer-centered culture.
For impact, simplicity and rapid deployment, nothing compares with this lively four-part video series. Best-selling author and consultant Robin Lawton takes you on a journey that is engaging, humorous, provocative and enlightening. Combined with challenging team exercises, this program is an effective way to:
- Create a sense of urgency for change and drive home senior management's commitment to customers
- Provide fresh new concepts, principles and methods for making dramatic improvement
- Equip teams with the concepts and tools to produce high-impact results
- Unleash individual initiative and creativity without a formal initiative
Video Program Components
The complete program: US$1,795: Includes 4-Video Set, Facilitator Manual, sample Video Participant Workbook, and the Text, "Creating a Customer-Centered Culture."
4-Video Set – Total viewing time of 4 hours, equivalent to 2 ˝ days of training when used with exercises. US$1495
Video 1: The basis for satifaction: What do customers value? 47 minutes
Most organizations sincerely want to satisfy their customers. but truly understanding what will satisfy them can be as demanding as understanding the values and beliefs of a foreign culture. This video gives you the road map to the Land of the Customer
Video 2: Service as a product: What do we do? 49 minutes
You have no arrived in the Land of the Customer. The customer's language, values and your own related measures are addressed in this video. One of the first things you'll discover is that customers really don't care about "what we do". They want products (nut not widgets) from us which satisfy their expectations. This video gives you a way to begin thinking like your customers
Video 3: Customer roles: Who is the customer? 38 mintues
Customers have been given many aliases, as if these labels will help. You already know customers are not all the same. But before you can satisfy their expectations, you have to know who to talk with. This video solves the riddle facing all organizations. Who is the real customer?
Video 4: Customer expectations: What do they want? (Part A & B = 112 mintues
Part A: Customer rarely come to us with their real wants prioritized and spelled out. Aiming at specifications and other formal statements of their needs almost guarantees you'll miss the target. Yet asking customers "What do you want?" can actually result in obtaining misleading information. In this segment, you'll find out how to uncover waht customers really want and learn priorities to measure 75 minutes
Part B: From the slide rule to the calculator, from phone directories to search engines, innovation has meant death for some and phenomenal achievement for others. New success stories are written by individuals and organisations that c an anticipate unspoken customer wants. This video reveals how to become a customer-centered innovator 37 minutes
Facilitator Manual – Detailed teaching instructions, color transparencies and participant exercises to deepen understanding. US$395 each
Participant Workbook – Enables viewers to apply the principles and tools to their everyday work. Includes 19 application exercises, suitable for people at every organizational level. US$49 each (Book, Creating a Customer-Centered Culture US$24)
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Block 165 Bukit Merah Central #07-
3677 |