Pick up proven approaches to building stronger and more purposeful relationships with the customers that matter most to you.
Customers are powerful, their perspectives crucial — and expectations for meaningful and personalised interactions never higher. Whatever our role, and whatever our touchpoints with clients and customers, there's plenty we can be doing to continually and intentionally improve the impression we make. And this is as true of in-person interactions on shop floors or in boardrooms as it is on the phone or video calls.
For all the value in smart CRM's and 'personalisation at scale' — the research regularly reveals that it's the human touch, perception of individual customer centricity and recalled attentiveness that drives value and retention in relationships over time.
Drawing on the work YCN does to create customer capability with clients of all shapes and sizes, this practical and thought provoking session will share proven and actionable tools for beginning and building empathetic, trust-oriented and effective relationships with your most important customers. You'll equip yourself with new perspectives and understanding towards greater impact and influence.
What we'll cover:
• Perspective taking and empathy
• Creating 'micro-experiences'
• Collaborative problem solving
• 'Connected Experiences' Vs Customer service
• Being ourselves with skill
• Tactical empathy
How the session will be structured:
As with all YCN sessions everything shared will be rooted in research and enlivened by the experiences of the group. We'll combine some facilitated conversation with introducing and working through practical and proven tools and techniques. Digital resources will be shared off the back of the session to support the revisiting, sharing and transferring of what's new.
Who the session's for:
Anyone with any kind of customer relationship; whether an agency founder, account director, front of house host or retailer keen to continually build their click, rapport and influence.
Start:10th September, 2020 at 9:30am
End:10th September, 2020 at 11:00am
Register for the session
Please complete this short form, and a real-person in our (currently) remote team will be in touch with all you need.