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Customer Culture '08

A half day workshop aimed at business leaders and their teams

The objective

This workshop was delivered in the context of Liverpool becoming Capital of Culture in 2008. The aim was to help business leaders and their teams to:

  • define “Customer Culture” and the brand identity
  • identify ways to win “Hearts and Minds” of your customer
  • explore ways to deal with customer dissatisfaction

The workshop dug deeper than bland generalisations about good/bad service and specifically looked at how internal branding transfers to external perceptions of the service we provide.

Who attended?

Solicitors

Web Site Developer

Web Marketing

National Charity

Telecoms provider

Printing company

Ecommerce company

Mortgage Advisors

Property developer

Coaching franchise

Office furniture designers

Consultants

Property Developers

Our approach

This was a highly participative workshop using a mix of lecture, discussion and involving groups of delegates forming a simulated company, with a view to creating a unique identity. Delegates were able to use the tools/concepts directly in the simulation and were able to take this knowledge back to their own businesses.

Cup of Tea
This workshop was delivered in the context of Liverpool becoming Capital of Culture in 2008.

The Outcome

To show we “Live the brand” and do what we encourage others to do, we collated feedback from all participants including an “advocacy rating”.

Scores
I was Satisfied with workshop 8.6
I would Recommend to others 8.9


 

The scores above are average scores out of 10.

A true "Advocate" scores a 9 or 10.

A "Satisfied" scores 7 or 8.

A "Neutral" scores 5 or 6 (We only had 1 “Neutral” in the audience!)

A detractor scores 4 or less.

These are very impressive score from an audience of 27 people.

Customer Culture:
Case Study

What they said

Were you satisfied?

Excellent presentation and highly pertinent content

Covered very broad area succinctly with good blend of theory & practical

Encouraged sharing best ideas different case studies covered most levels of business. -Extremely satisfied with everything from admin to delivery

Seminar was very informative and eye opening

Great taster, lots of food for thought on my business

Would you recommend to others?

Definitely

Would also recommend no guru for training based on today's experience

Definitely - I am an advocate -

Would have no hesitation in recommending you to ourselves and others -

Very much so. Think most businesses aren't in alignment -

Thank you for inspiring us

 

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