Facilitator
It’s hard to change course when the team is all heading in a different direction.
More than ever customers shop for – and stay with – brands with a better customer experience, whether it’s a B2C or B2B company.
And you’ve been doing a lot of thinking lately, wondering if yours might not be up to par. But how do you begin to manage meaningful change when not everyone in your company is on the same page?
Enter Mike Wittenstein.
Whether it’s leading you and your team in a customer experience design exercise, facilitating a customer experience strategy session, or moderating a webinar, our keen observational skills and articulate, respectful feedback will help educate your team, open their minds and win consensus.
That’s the first step toward constructing a Customer Experience that really resonates with the most critical audience…your customers.
We are renowned for our chameleon-like ability to understand and to align with each client’s culture, whether yours is a large corporation or just a start-up. And were adept at working comfortably with all levels of an organization Which is why clients rely on us to think way outside the box to uncover breakthrough solutions that are both easy to understand and easy to implement.
Whether you’ve already started on your own discovery process, or you’re just starting out and aren’t sure where to begin, our facilitated engagements can help, with techniques, processes, and experience design and implementation tools to get your team thinking, talking and agreeing. Including:
- Pre-workshop on-site visits to assess current customer experience.
- Mapping the optimum customer experience and designing the best possible process to support it.
- Exploring and planning for the capabilities required for implementation.
- Executive consultations and post-workshop debriefing.
Here are some of the techniques we employ to do this work:
- Brainstorming – is a technique that uses structured conversations to support your objectives, fit your constraints, and deliver the outcomes you need most. Whether leading or participating in a brainstorming session, we get involved. You get both our objective, neutral side and our lateral-thinking, creative side. We act as a catalyst for your team’s thinking—amplifying and accelerating the reactions—so you get results in hours and days, not weeks and months.
- Project Kick-Offs – help get new customer experience initiatives off on the right foot. It’s important to engage all the constituents, create a shared context, and get everyone on the same page.
- Reason for Being – a single, focused thought that captures your company’s brand essence. It’s the core foundational statement that leads to a master blueprint for designing a superior customer experience, managing organizational change to implement it, and coordinating growth.
- Adoption Planning – is about opening eyes, getting everyone on the same page, and prioritizing projects.
- Starbucks 2 .0 – is thinking experiment in which participants play the role of Howard Schultz, the company’s CEO, and make plans for 2020. Your team learns the value of strategy and management applied to customer experience by making slight adjustments to the Reason for Being that make then observing the effect their decisions have on the experience design, culture, and company’s bottom line.
- Store Walks – are hosted excursions to stores, restaurants, hospitals, stadiums, airports, etc. to inventory issues and brainstorm potential solutions. We can include customized exercises to build skills, confidence, and experience design vocabulary for members of the design team. Participants build fluency in specifying the little details that make a big difference to customers. Store Walks also help troubleshoot problems, identify better ways of working, surface important customer insights, or check out the competition.
We may be a bit obsessive when it comes to customer experience strategy and customer experience design, but after you’ve had us work with you and your team, you’re not likely to have that “I-wonder-if-everyone’s-with-me” feeling again.
