At Buljan & Partners Consulting we offer specialised leadership workshops that are focused on the customer. They are designed for the company’s senior management team and aim to communicate what it means to be a company that is focused on both the client and the employee and communicate how to lead a process of cultural and structural change towards a customer-centric business model.
Complementary services in the following program:
Why do we need to be customer-focused?
In general, all managers or company directors are clear that the customer is ultimately the most important part of any business model, in any professional sector.
These same managers, often convey to their employees the need to give maximum priority to the customer. However, although managers and everyone else in the company believe that they’re giving the customer top priority, the customer’s view is very often quite different.
What is needed is the correct kind of customer focus in which the customer really is the centre of the business organisation and onto whom all professional and commercial strategies are directed, instead of focusing exclusively on products and processes, which is what happens in most companies.
How do we improve the focus on the customer?
Leading the wholesale change towards a customer-centric company isn’t at all easy and it requires some previous learning experience that we in Buljan & Partners Consulting can offer in our specialised workshops, which have been specifically designed for senior management teams.
Our workshops combine two methodologies: one related to Strategy Consulting and one that offers practical knowledge of executive coaching. Together they combine rational language (which is already familiar to the majority of managers) and emotional language (necessary to conceive the products and services of the company) with a customer centric vision that makes it the centre of all operations, strategies and commercial decisions.
But the aim is not only to understand what it means for managers to be in a company that has the client at the centre of all its operations, but also to learn to lead this cultural change forward, using the values and philosophy of the company and advancing towards a customer-centric business model.
What results does the customer-centric vision offer?
Improving the focus on the customer has a rapid and visible impact on the financial results of all the companies that pursue such a goal.
Some of these results can be advanced with practical examples. For example, at Buljan & Partners Consulting we have seen that the majority of senior managers who start our customer-focused workshop, become active promoters of this type of management, practically from the very start.
But the customer focus of a company doesn’t only improve the balance sheet and short term financial results. A management team capable of transmitting the company’s cultural shift towards one that is focused on the needs of its customers improves in other aspects, such as its corporate image, the social consideration it receives or even the personal impact on the customer and on the employee.