Creating Exceptional Customer Experience Through Exceptional Leadership

Transcription

1 INTRODUCTION TO Cindy Solomon & Associates, Inc. Creating Exceptional Customer Experience Through Exceptional Leadership 1 Copyright Cindy Solomon & Associates. All Rights Reserved.

2 A Different Approach Our leadership programs start where business starts: with the customer. We focus and align around the needs and behaviors of external and internal customers, then build skills that deliver exceptional service and improve performance. From front line employees to executives, exceptional performance begins with the customer. Programs We Offer EXECUTIVES NIMBLE LEADERSHIP Develop agile leaders who can respond and strategically prioritize in an ever-changing and competitive landscape. COURAGEOUS LEADERSHIP FOR WOMEN WOMEN Arm high potentials with the skills needed to build their careers and organizational performance CUSTOMER FOCUSED LEADERSHIP MANAGERS Align all departments around customer focus and jump start team performance Problems We Solve Strategic executive alignment Change initiative strategy Cross-division innovation & communication High performer retention Cross team performance Talent management Creating a fully engaged customer-focused culture Improve customer satisfaction & retention Increased cross functional innovation & communication THE CUSTOMER OF THE FUTURE Give front line employees and managers the skills to deliver exceptional service and build customer loyalty in every interaction FRONT LINE Delivering exceptional service Increasing customer retention Developing talent Improved customer results 2

3 A Different Approach Our leadership programs start where business starts: with the customer. We focus and align around the needs and behaviors of external and internal customers, then build skills that deliver exceptional service and improve performance. From front line employees to executives, exceptional performance begins with the customer. Programs We Offer EXECUTIVES How We Deliver NIMBLE LEADERSHIP Develop agile leaders who can respond and strategically prioritize in an ever-changing and competitive landscape. COURAGEOUS LEADERSHIP FOR WOMEN WOMEN Arm high potentials with the skills needed to build their careers and organizational performance CUSTOMER FOCUSED LEADERSHIP MANAGERS Align all departments around customer focus and jump start team performance THE CUSTOMER OF THE FUTURE Give front line employees and managers the skills to deliver exceptional service and build customer loyalty in every interaction FRONT LINE Keynotes Workshops Digital Coaching Strategic Consulting 3

4 Programs At a Glance 4

5 Nimble Leadership TM Developing Agile, Customer Focused Leadership Customers are changing faster than ever before, marketplaces are turning on a dime, and change is constant. An organizations true competitive advantage is in creating leaders who thrive on this environment while embracing change and opportunities in the moment. Create high performance teams that innovate and thrive in an ever-changing landscape Outcomes for Participants Outcomes for the Company Understanding of the four principal drivers of employee & customer engagement Strategic leadership prioritization focused on goals Alignment of customer and leadership priorities & execution Proactive, customer focused leaders Leadership strategic alignment and agreement Significant increase in focus, agility and action Engaged & focused teams Increased cross functional communication & innovation How We Do It: A fully customized, strategic intensive program Challenge Goals/Priorities/Engagement You are here In 1 day, we get you here Practice Feedback In 3 months, we get you here 5

6 TM Courageous Leadership for Women The Unwritten Rules for Corporate Success Every company s competitive advantage is in the talent they can attract and retain. Many companies are experiencing a leaky bucket of talent, particularly for women. This program addresses the issue from both sides: teaching the skill-building essentials for career success, along with tools for all leaders within an organization to fight our internal unconscious biases. An accelerated leadership program for high potential women Outcomes for Participants Outcomes for the Company Enhanced leadership abilities and executive presence Strategic leadership prioritization focused on goals Ability to attract and pursue new areas of responsibility Proactive, customer focused leaders Visibility into long term career success at company Engaged & focused teams A proactive network leaders for continued supported career growth Increased cross functional communication & innovation How we do it: A sustainable performance leadership program Corporate Initiative You are here Leadership Skill Development Network/Information Most women s programs only focus here Tools to fight Unconscious Bias But leaders are made here. We address all areas of this issue to build courageous performers across the footprint of the organization 6

7 Customer Focused Leadership TM Creating Customer Focused Leaders & Performance Your managers are your most valuable resource. They are the committed powerhouses that bring your organization s goals to life for your employees. Nearly every company has an imperative to improve team performance, but only our program starts at the true beginning: with the customer. Building high performance leaders & teams focused on customer and company success Outcomes for Participants Outcomes for the Company Understanding and skills to coach to the principal drivers of employee & customer engagement Leadership mastery in strategic engagement, inspiring messaging, performance management and coaching skills Consistent and proactive leadership execution across the organization footprint Focused, engaged employees A customer-focused culture across every department increased customer satisfaction & loyalty Increased bench strength Improved cross-functional communication Improved retention of high potential leaders How We Do It: A fully customized, turnkey program Intention You are here Framework Skills Two day leadership intensive, up to 42 attendees per session Practice Feedback Six month digital coaching for sustainability and ongoing learning and best practice sharing 7 Mastery

8 TM The Customer of the Future Exceptional Service As Your Competitive Differentiator Today s customers are more demanding and have more choices, than ever before. Winning their loyalty takes more than terrific products, it takes a highly engaged workforce that consistently delivers on your customer promise. This program gives front line employees and managers alike the tools to wow customers in every interaction. Engage your entire organization in creating profitable, long term relationships with customers. Outcomes for Participants Outcomes for the Company Understand the drivers behind exceptional customer service and loyalty Exceptional customer service across entire organizations The tools to deliver exceptional service to even the most discerning of customers Improved employee engagement through the pursuit of customer service excellence The secrets to building customer engagement from the first interaction through long term relationships Increased bottom line results and customer satisfaction Master a successful recovery and manage difficult customers Improved cross functional communication and innovation How We Do It: Intensive ½ day classroom session + on-going digital coaching Framework You are here Skills Practice Best Practice Sharing Digital coaching that increases learning and retention Half day session for employees & managers, up to 48 attendees per session 8 Mastery

9 Building Customer Focused Teams Down the Street & Around the Globe Partial Client List 9

10 20 years of experience in customer experience and leadership development. We Are Cindy Solomon & Associates. For more than two decades, Cindy Solomon & Associates, Inc. has worked with thousands of individuals and hundreds of organizations to build bottom line results by creating profitable, long-term relationships with customers, leaders, and employees. Based in San Francisco, California, Cindy travels around the world as a highly sought after leadership and customer loyalty strategist & keynote speaker. Cindy and her team are fluent in the languages and cultures of many industries and are regarded as exceptional speakers and trainers by top tier companies ranging from financial services to aviation, banking and healthcare to high-tech. Cindy s diverse client partnerships have prepared her to offer you cutting-edge thinking and training on what it takes to lead successfully in today s global marketplace. 10