Social Business Workshops

Customer Experience Matters

Workshop Details

The cost for this two-day workshop is $2,500 plus travel ex-

penses.

The workshop is designed for agency leadership senior man-

agers responsible for designing and delivering Customer fac-

ing products and services.

Attendees should include Agency Directors and their chiefs,

plus IT, Legal, Law Enforcement and Finance leadership.

Directors may wish to include select Commissioners as well.

About Us

Bill Creighton is Dakota Partners' Managing Director with an impressive record building, restructuring and re-positioning both

start-up and established organizations. He brings significant experience transforming government, non-profit and publishing

companies into successful Social Businesses. Bill is a digital strategist, organizational leader, business turnaround leader, crea-

tive deal-maker and award-winning journalist with two Pulitzer Prize nominations. His career spans more than 25 years and 76

countries.

G reat Customer Experiences translate directly into increased Customer satisfaction, Customer loyal-ty, Customer advocacy and ultimately in growth and stability of Agency Revenue. State Fish and Wildlife Agencies work hard to ensure wildlife and habitat are optimized for a great experience. Un-fortunately, most are constricted by insufficient staffing and funding directed toward their Customers’ social and digital experiences.

This interactive workshop introduces agency staff to the concepts and principles of delivering great Customer Expe-riences enabling them to build a development plan for improving these experiences for their Customers.

Program Outline—Day 1

State of the Industry — Customer Experience

Customer Journeys, Not Transactions, Matter Most.

360 Degree Customer View.

Online and Offline Experiences Optimization.

Trust Equates to Loyalty and Advocacy

< 10% of Customers EVER Complain, They Leave.

Resources & Dollars Shifting Toward CX Management.

Positive Experiences = Revenue and Growth

State of the Agency — Customers’ Experiences

A group assessment of the quality and strength of the

Customer Experiences your agency delivers.

Customer Experiences — The Details

Letting Go — Customers Are in Control.

Customer Service IS Marketing

That One Bad Experience Kills Customer Relationship.

Value Trumps Price, Always.

Designing Quantitative and Qualitative Metrics.

Embracing Technology to Deliver All CX Experiences.

Program Outline—Day 2

Creating A Customer Experience Journey Map

Every Customer is on a unique journey and each in-

teracts with State Fish and Wildlife Agencies differ-

ently. Each touch point and moment of truth is an op-

portunity to delight a Customer, or to disappoint that

Customer.

Using insights gained on Day 1, attendees will build a

framework for customized Customer Journey Maps to

help staff improve experiences for each different Cus-

tomer segments.

Customers Want Great Experiences They Can Share

@ bcreighton bill.creighton@gmail.com 703.850.5711

www.dakota-partners.com