Focus on Customers:

Winners Take All
*One Day Agenda* Perspectives on Customers

• Introductions, Objectives, and Warm-up Exercise
• Definition of the Customer
• Internal and External Customers
• Old and New Customer Paradigms
• Importance of Customers: Without them, where would we be?

Moments of Truth

• Voice of the Customer
• Golden Rules
• Wants vs. Needs, vs. Requires Delights
• Breaking Down Barriers

Satisfying and Delighting Customers

• From Your Customers Point of View: Assessing customer satisfaction
• Keeping Score
• The Value Added Equation
• Leading-edge Principles

Inverting the Pyramid

• Distributing Ownership and Responsibility
• Customer Friendly Policies and Procedures
• Satisfied Employees Lead to Satisfied Customers
• Closing, Audit, and Next Steps