This session uses experiential stories, exercises, a handout, and discussion to reinforce learning
Timing: I have indicated 60 mins ... that is the maximium time. I could do this in 30 or 45 mins as well if that works in your schedule better. The more time I have ... the more exercises & table discussion we will have. 30 mins would have very little table discussion & only one exercise. 60 mins would have numerous table discussions, and two exercises. I'm good with either timeslot.
1) To set the stage I have two stories of customer experiences to share. One of them certainly meets expectations, while the other goes way beyond into the category of "WOW!". These set the stage for the rest of the session by serving as great examples of "Value" we can build on.
2) We'll explore the buzz-word "Value". We all use the word but what does it mean? I often say "valuable features" and "customer value" as if everyone understands it. We'll start by breaking down the word "value" to understand the the different types of value: Frugal, Monetized and Wow! We'll examine which of the types provides the best return for the investment to deliver. When we understand the different types of "value" it becomes possible to start shifting towards the types of experiences returning the best outcomes.
3) Many companies have a misalignment between their customers, employees and corporation. When this happens it becomes increasingly difficult to deliver exceptional value, and in extreme cases could limit the future of the company. We will look at several examples ranging from highly success companies, to ones we only find in the history book.
4) It is possible to return to work the next day and start to improve the alignment between these important groups. The last step of this session is to have everyone develop an action plan they can start moving forward with the next day.