Customer Intimacy
“The key is to set realistic customer expectations, and then not to just meet them, but to exceed them—preferably in unexpected and helpful ways.”
Richard Branson
How to increase the awareness of and alignment with customer's needs and values?
Design Thinking
Harnessing dialogic OD principles, design thinking could be an effective way for organizational problem solving and innovation. Our design thinking solutions adopt Integral 4-I Model. Starting with the intervention by ethnographic investigation to reframe the problem, cross-team inspiration from the customer journey, creative ideation of solutions, and collaborative iteration of experimentation. Integral uses design thinking in both client organizational change and problem-solving learning solution.
Stakeholder Management
While achieving total customer satisfaction is a competitive advantage to an organization, good stakeholder relationships play a pivotal role among departments, suppliers and other strategic partners. Stakeholder management, communication and engagement are essential for many of us with roles, such as internal business partners, suppliers, project managers, functional professionals, and consultants. This program helps sales or non-sales managers and professionals to manage stakeholder expectations and engage stakeholder communication.
Service Excellence
Did you know that “it can cost up to 30 times as much to get a new customer as it does to keep an existing one.” Mike Johnston, The Chartered Institute of Marketing. Service satisfaction is something that is defined by customers. It is the resulting feelings and perceptions in the customer after having interacted with the service provider. Many organizations have a common question on how to achieve a consistent and personalized service in every customer interaction. This program is all about preparing participants to achieve Total Customer Satisfaction (TCS) and customer loyalty. Organizations ultimately turn service excellence into a competitive advantage.
Influence & Negotiation
In all negotiations, achieving a win-win outcome for both parties is always desirable to maintain a long-term collaboration. In a business situation, it is particularly difficult to influence others who have different priorities, values, and needs. Reliance on our role authorities and personal relationships to persuade others is often insufficient on a long-term basis. Highly effective people know how to use different tactics to influence others. In fact, influencing and negotiating skills are not only important for salespeople, but also for all staff in an organization who want to collaborate with others to execute action plan for win-win results.
Facilitation & Presentation
Presenting ideas and facilitating meetings are essential skills for today’s managers. There has been a growing realization that truly effective meetings require careful attention to their planning and process elements. Whenever you are asked to speak in front of one or more individuals for the purpose of explaining, educating, persuading, influencing or simply conveying information, you have a presentation. While facilitation focuses on how to encourage ideas and build consensus from a group. Both facilitation and presentation are important skills every manager needs. The skills will transcend through a variety of settings, such as: in internal and external meetings, cross-functional projects task force, focus groups, and more.
Testimonials
