The Challenge

Organization leaders know that that winning customer loyalty takes more than an occasional friendly greeting and pleasant service. They need to institutionalize excellence throughout their operation by creating a culture where all employees are committed, engaged and equipped to deliver exceptional customer experiences in a sustainable way.

Our Solution

G & A Business Solutions has designed a module to help executives create the conditions to reach and institutionalize excellence in customer satisfaction within their teams. Participants will be taken through a very linear 6 steps process: 1) Ask your customers what they want; 2) Tell your customers what to expect; 3) Create easy ways for your customers to give feedback; 4) Listen to what your customers say; 5) Act on what your customers say; 6) Repeat. However to be successful, the process requires reliable metrics to measure customer and employee experience. While most organizations have reliable systems to measure profit, they rarely apply the same rigor to customer and employee experience. Institutionalized excellence demands that these metrics be just as “bankable” as your financial measures.

About the workshop

The workshop is primarily targeted at committed senior marketing and operational executives who understand the need to grow their business through improved customer loyalty.

Design of the workshop

The workshop is designed in the form of 2 sessions of 2 days each.

All material is developed and delivered in English and French