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Beyond "Priceless" “A book can only take you so far, we want more!” In response to reader demand, the "Beyond Priceless Workshop Series" was created to bring the learning begun in Priceless: Turning Ordinary Products into Extraordinary Experiences to the next level. Structured in half-day, full-day or custom designed two-day formats, these sessions bring the concepts of value and experience into real life, on-the-job focus. Participants leave with a better understanding of their value offering, their customers and the individual role each plays in the creation and delivery of extraordinary experiences. Engaging, interactive and down-to-earth, these workshops are guaranteed to change your view of the consumer world around you. Conference offerings
Companies spend millions of dollars each year trying to attract and keep customers through product innovation, price wars and clever marketing. But, what customers really want can’t be packaged or priced. In this 35 minute keynote Diana reveals what today’s most successful companies have learned—that what customers really want is a good customer experience. So how do you give them what they want? It begins with five basic values that any company can deliver regardless of what they’re selling. The Value Experience Exceptional customer experiences motivate people to buy and compel them to remain loyal fans. But what exactly is an exceptional experience? In this 50 minute educational keynote Diana delves into the two components necessary to delight customers—value, not the monetary kind, but value that touches our body, mind, heart and soul—and experiences, those sometimes small interactions that have the power to create loyal customers or make them easy prey for competitors. Tools Introduced include the Value Model, and the Experience Engagement Process. Workshops:
This interactive work session expands on the keynote topic to include additional tools, group participation and two lively exercises guaranteed to make this a conference favorite. Tools introduced include the Value Model, the Value Compass, the Experience Engagement Process and the Experience Event Matrix.
Research shows that the key to success today and moving forward is creating extraordinary customer experiences and that the way to do that is to be what everyone calls "customer-centric." Research also shows that those who are truly customer-centric are 60% more profitable than those who aren't and that their customers are 80% more loyal and spend significantly more money. Isn't this what we all want from our customers? Loyalty and increased spending? But to be customer-centric you first have to understand what that really means. In this full day workshop we'll explore the four rules of customer centricity and how to use this knowledge to make customer focused decision. We'll also learn the basics of creating a value experience and how to build an experience team to help engage the entire company in the customer experience process. Where appropriate, we'll take a current or proposed business strategy and review it for its customer value. Interactive and focused on your customers, this workshop has been called "the greatest learning experience of my career" by the CEO of Western Bank. The Agenda Morning Session
Afternoon Session
Sales and marketing face increasing pressure from competition and the customer's perception that value equals low price. What most don't realize however, is that the real competitive advantage can't be found in price or even the latest features. The real advantage is the Value Experience. In this full day workshop we'll look at all of the components of the value experience, the customer's contribution to the experience and how rewards and sacrifices can set you on the right course or send your offering racing towards defeat. Where appropriate, your products and services are used in interactive exercises, making this much more than the ordinary workshop experience. The Agenda Morning Session
Afternoon Session
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©2004 Diana LaSalle & Associates. "Priceless"
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