Pedagogical objectives
- Put the customer at the center and assess the customer impact of all projects and decisions.
- Define the values of your service/product and practice symmetry of attention.
- Understand and continuously improve the customer experience.
The program
- Putting the customer at the center
Ex. of tools: the RICE method (Reach, Impact, Confidence Level / Effort) to assess the "customer value" of a project compared to the effort required to carry it out.
- Define the values of your service
Ex. of tools : The "Service Persona" to describe the values and personality of your product/service/company and how this is embodied in external and external interactions (symmetry of attentions).
- Continuously improve the customer experience
Ex. of tools: Experience Mapping (User Journey Map) to detect points of friction and opportunities for improving an experience (purchasing, usage, collaboration).
When you leave this workshop, you'll know...
- Ask yourself the right questions.
- Ask your employees and customers the right questions.
- Make better decisions about your products or services.
And it'll come in handy for...
- Reduce the risk of failing to create something that interests no one.
- Understand what works and what doesn't in an existing product.
- Convince your stakeholders of the choices to make or not to make.
Extracts
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