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Programs

Results found: 6

. Step 1: Redesign the customer experience, or use this tool to conduct a customer experience survey: A4125.CustomerExperience.
. Step 2: Identify customer needs and stimulate new ones: A4002.IdentifyCustomerNeeds.
. Step 3: Increase perceived value for customers: A4025.PerceivedValueGrower.
. Step 4: Formalize the external communication strategy: A4092.EnterpriseCommunicationStrategy.
. Step 5: Define a communication plan toward customers: A4026.CommunicationPlan.
. Step 6: Strengthen employee persuasion skills: A4040.PersuasionStrategy.

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A4125.CustomerExperience

This tool is designed to optimize conditions to make the experience offered to customers unforgettable.

Key Results Solved Problems
Enriching customer and user experiences, encouraging them to return Focus on internal performance rather than the customer experience
Improving customer and user journeys by designing tailored experiences Difficulty in retaining customers
Enhancing the perceived customer experience Loss of customers without understanding the reasons
Encouraging word-of-mouth referrals Unsatisfactory loyalty levels
Localizing customers by their choice Weak positive word-of-mouth
Simplifying complexity, making the experience smooth and enjoyable Rise in complaints
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A4002.IdentifyCustomerNeeds

This tool allows for detecting the needs of clients, partners, and suppliers, their challenges and difficulties, proposing targeted solutions.

Key Results Solved Problems
Identifying client needs and stimulating new ones Difficulties distinguishing between the problem, the needs, and the solutions
Demonstrating to clients the ability to solve their problems Some clients struggle to understand which solution can help them
Empathizing with clients and partners Clients poorly informed about the problems that can be solved
Encouraging collaborators to proactively meet needs Proposed solutions are described from the supplier’s perspective rather than the client’s
Assisting clients in recognizing new opportunities Confusing or superficial presentation of solutions
Inspiring clients to promote solutions  
Aligning the narrative of your marketing campaigns  
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A4025.PerceivedValueGrower

This tool enables the enhancement of the perceived value of a service / product by using a fraction of the resources needed to increase its actual value (based on countless concrete proposals).

Key Results Solved Problems
Increasing the perceived value of services, products, ideas, or solutions Significant investments to improve products and services rather than maximizing existing value
Clearly communicating the unique benefits offered, distinguishing from competitors Focus on provided services rather than customer needs
Prioritizing communicated value as well as actual value Reduced perception of the value of provided services and solved problems
Selecting initiatives with low investment and high returns Underestimation of the sacrifices made by clients at the time of purchase
Avoiding allocating resources without guaranteed returns  
Increasing benefits for clients and reducing their sacrifices  
Refining collaborators’ storytelling and their ability to present their services  

 

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A4092.EnterpriseCommunicationStrategy

This essential tool for every organization balances the three levels of communication, formalizes its communication strategy, and coordinates the involved parties with a clear action plan.

Key Results Solved Problems
Defining a high-level corporate communication strategy Fragmented and repetitive communication
Identifying 10-15 impactful communication actions Spread of rumors
Focusing on a few key messages Confusion between formal and informal communication channels
Balancing the three dimensions of corporate communication Untapped communication potential
Enhancing the positive perception of executives and the trust of collaborators Fluctuating motivation and demotivation among collaborators
Communicating within cognitive saturation limits Poor transmission of enthusiasm and solemnity to collaborators
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A4026.CommunicationPlan

This tool facilitates the creation of a consensual communication plan, significantly improving relational effectiveness with minimal investment.

Key Results Solved Problems
Formulating an internal and external communication plan Uncoordinated communication
Defining objectives and inviting action Absence of definition of channels, frequency, and responsibilities
Mapping interests, target audiences, modes and timing of communication Fragmented and repetitive communication
Encouraging attention to content Information overload for recipients
Establishing the action plan and evaluating the effect of communication Poor responsiveness
Codifying common communicative norms Lack of feedback on communication effectiveness
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A4040.PersuasionStrategy

This tool helps refine one's persuasion strategy for customers, colleagues, and stakeholders, and to achieve what is desired with greater ease and elegance.

Key Results Solved Problems
Perfecting the persuasive strategy Predominant empirical approach
Using both rationality and the emotional sphere to persuade Failure to prepare a strategy
Seeing opportunities beyond appearances Neglecting the principles of persuasion
Identify the objectives that favor the recipient’s desired results Undervaluing the role of emotions and language in decision-making
Distinguishing what really matters Erosion of credibility over time
Taking the first steps and mitigating apprehension Viewing persuasion as an innate gift rather than a developable skill

A4125.CustomerExperience

Key Results Solved Problems
Enriching customer and user experiences, encouraging them to return Focus on internal performance rather than the customer experience
Improving customer and user journeys by designing tailored experiences Difficulty in retaining customers
Enhancing the perceived customer experience Loss of customers without understanding the reasons
Encouraging word-of-mouth referrals Unsatisfactory loyalty levels
Localizing customers by their choice Weak positive word-of-mouth
Simplifying complexity, making the experience smooth and enjoyable Rise in complaints