If you’re aspiring to satisfy your customers, then you’re aspiring to mediocrity.
That’s the intriguing premise behind this workshop, and it will fundamentally change how you think about creating a successful, beloved business. During the program, Watermark founder Jon Picoult explains why building customer loyalty requires not just satisfying customers, but impressing them – forging indelible memories that drive repurchase and referral behavior (the lifeblood of any thriving business).
With fascinating case studies and engaging stories, Jon shares key elements of his “12 Principle” framework – science-based strategies that legendary companies use to create truly impressive brand experiences… the kind that turn more sales prospects into customers, and more customers into lifelong fans.
Whether you serve external or internal customers, you’ll emerge from this program with specific, actionable ideas for turning your organization’s customer experience into its greatest competitive advantage.
What if you took the customer experience design techniques used by legendary companies and applied them to your business?
That’s the focus of this engaging workshop, where participants have an opportunity to dissect one of your firm’s existing customer journeys, mapping out the highs and lows. Then, using Watermark’s “12 Principle” framework, they create a future-state blueprint for a better and more differentiated version of the experience – one that won’t just satisfy your customers, but will impress them.
Emerging from this workshop, participants will have a very practical (not just academic) understanding of the mechanics behind CX evaluation and improvement.
A great customer experience is like a beautifully choreographed staged performance, requiring careful design of both “onstage” and “backstage” components. This unique, immersive program gives organizational leaders a first-hand, unfiltered look at both of these elements — revealing not just what it feels like to be a customer, but also what it feels like to be an employee serving those customers.
Executives emerge with a host of insights about how to improve both the customer experience and the internal work environment that underlies it. This is more than just another executive development program. It is a powerful tool for fostering leadership excellence, strengthening employee engagement and driving customer-centric cultural change.
This workshop opens people’s eyes to the concept of a purpose-driven brand – that is, an organization whose “reason for being” goes well beyond the traditional measures of success (e.g., creating shareholder value or growing revenues).
It’s an approach that’s worked exceptionally well for companies with a legendary customer experience – Patagonia, USAA, and Southwest Airlines among them. The workshop includes individual and group exercises where participants start defining their own business’ purpose, and then outline the steps required to turn that purpose into an organizational reality.
We’ve created custom workshops for many clients, focused on everything from customer experience to change management to leadership development. Tell us what challenge your organization is facing, and we’ll work with you to develop an impressive program that’s tailored to your needs.
