Your success is NOT about you!
… it is about your ability to engage with the world around you!
Everything we do is contributing to someone else’s success. You can guarantee your success by placing the benefit to others as your key driver. Hamish will provide you with the inspiration and tools to do this.
Hamish’s Customer-led Transformation approach forms, not only the basis for his keynotes and masterclasses, but has also been adopted by scores of organisations and teams as a basis for breakthroughs in customer centricity, innovation, performance and leadership and much more.
Hamish will share his experiences as a leader (real stories), demonstrate the learning from each (the lessons), help you to rethink your current approach (the challenges) and provide some easy actions you can take (the tools).
Customer Insight
Who are your customers and have you really understood their world? This includes:-
- New essential insights such as the importance of understanding “Soft insights” (getting inside your customer’s head; feelings and expectations; your customer’s customer; the person not the problem and much more).
- “New glasses” – new ways of collecting the essential insights (includes the blank sheet approach; data is NOT insight; sharing insights; real time insights).
These insights can then be summarised with a Customer Success Map covering what success looks like in terms of what they are trying to achieve, the challenges in getting there and feelings
Customer Promise
How to change the platform for all you do to one that places the customer at the core of everything.
- The creation of a ruthlessly simple Customer Promise where Customer Benefit becomes the platform for everything you do and everybody you work with.
- A great customer promise takes you beyond product/service to planning the customer experience and even how you want others to feel!
Fresh Thinking
Now you can start looking at the implications for your activity and how you can provide fresh thinking and competitive advantage to your customers.
- Using the Customer Promise to re-think how you add value to your customers
- Stimulating innovation and new approaches by taking ideas from outside your industry or discipline (MasterThief)
Customer Engagement
or “Playing Reverse football” – action planning and the challenges of taking others with you on the journey!
- The importance of new Communication models
- Why you need to Make it Easy for the other person to act!
- How Ambition determines new behaviour
- Don’t let your organisation structure get in the way of customer centricity.
