Overview
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Keep your customers top of mind—even if you're not in a customer-facing role. Learn how to cultivate a service mindset and connect the dots between your job and customer impact.
Syllabus
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Introduction
- Bringing customers to the forefront
- Start with framing
- Who is the real customer?
- Where do you fit in your customer's world?
- Create a competitive advantage
- Cultivate an emotional connection to your customers
- Keep customers top of mind
- Develop persistence and resilience
- View behavior through a different lens
- Talk about wins
- Talk about goals
- Talk about mistakes
- How to be customer driven when your organization is not
- How to navigate a changing customer base
- Coping with lost customers
- Rising to the service mindset challenge
