|
MENTORING PHILOSOPHY
Businesses desperately
want loyal customers. They spend millions on “loyalty” and
incentive programs but continue to complain that today’s
customers are not loyal. What’s up?
The context of business and the
context of the customer have shifted. In the new context,
a business can only look forward
to sustainable profits and
growth if their end-game is compatible with the customer’s end-game.
In most cases today, they are not only incompatible - they are adversial or
contentious - a win-lose situation where it is increasingly difficult for
businesses to win.
The Whetstone Edge Mentoring Programs are designed to provide
business leaders with the insights, strategies and tactics to not only adapt
to the
new context but to thrive in it.
We do not have expertise in your
industry. That’s what you bring to the table.
We are experts in helping companies build Customer Equity - the wealth
creating potential that lies in a company’s relationship with its customers.
In
our view, to gain sustainable profits and growth a business must seek to
build customer equity - that must be the business's end-game. However,
they cannot pursue
customer equity directly. It must ensue from delivering what today’s customers
value - an emotionally and psychologically fulfilling customer experience.
Increasingly, this is the customer's end-game. When they have a gratifying
experience, customers will scrimp elsewhere to enable them to splurge on
that company’s
offering.
Our mentoring programs focus on three critical and interrelated
areas:
The Psychology of the customer, what they value, what creates
desire and how to deliver customer experiences that lead
to high life
time value.
Engaging Employees so they are not just physically
present but are psychologically fully engaged in their jobs,
and, as a consequence,
contribute to a great customer experience and become a long-term
company asset.
Optimizing Organizational Dynamics so they
contribute to fulfilling customer experiences and encourage employee
engagement, rather than
focusing on internal company processes and efficiency. That is, they
are aligned with building customer equity.
In our view, building customer
equity is an ongoing process, not an event or campaign. Our
mentoring programs are intended to get you started on
the journey and to be an ongoing resource and source of support as you
manage the journey.
Back to
top
Our Mentoring Programs include:
A BRAIN TRUST
FOR ACTION
In this new online program, we will share
perspectives on the changing business context and emerging business
opportunities.
We will provide strategies
and examples of building customer equity. Think of it as a members only,
online Brain Trust, one that constantly adds new information and insights.
The
content for this program comes from years of working in this
field as analysts and consultants. Over the past year, we have
been pulling
together the principles, strategies and methodologies required
for companies
to deliver fulfilling customer experience and thereby gain customer
equity. This material will soon be published in two complementary
books. One,
Addicted Customers: How to Get Them Hooked on Your Company,
and, Employees on Fire: How Engaged Employees Build Customer
Equity and
Supercharge Profits.
While A Brain Trust For Action will introduce
members to the concepts in the books, it is specifically designed
to
help members put the concepts
into action.
Projected Launch of A BRAIN TRUST
FOR ACTION - January 31, 2006
Annual Membership - $395.00 (USD)
|
|
to receive
a FREE SIX MONTH TRIAL MEMBERSHIP |
Back to
top
WORKSHOPS
Our Workshops are designed to help a company’s
team embrace new ideas about customer equity, gain insight into
how they apply to their company, and begin formulating a plan
of action.
Workshop participants are highly involved
throughout the sessions. Workshops are organized around a comprehensive
workbook. Participants systematically progress from understanding
each new concept, to evaluating and exploring how to exploit
the underlying principles. They also participate in a brainstorming
session to ensure they
flush out
the full potential of the concept and finally engage in a process
of applying the concept to their industry and company.
At all stages, participants are encouraged
to document “yeah but”, the perceived obstacles or
barriers to successful implementation. Devising strategies to
deal with all apparent obstacles is an integral part of
each workshop. Participants will leave with a comprehensive understanding
of the strategies and methodologies required to build customer
equity. Most importantly, they leave with the foundations of
an action plan.
Two-Day Workshops are designed to focus
primarily on one of three interrelated challenges of building
customer equity: (i) The Psychology of the Customer Experience;
(ii) Engaging Employees; or (iii) Optimizing Organizational Dynamics.
Five-Day Workshops are designed to cover
all three interrelated challenges and to lead to a more comprehensive
action plan.
All workshops are customized to the industry
and needs of the participants.
Back to
top
COACHING
PROGRAM
Coaching programs provide clients with
ongoing guidance and advice as they engage in the journey of
building customer equity. Each mentoring program is designed
to meet the needs of that particular client. Typically, this
involves a combination of face-to-face consultation, telephone
discussion, program reviews and targeted research over a period
of time. The retainer fee is determined by the scope of the program.
Call 925.372.0251 to inquire about
Workshops or Mentoring
Back to
top |
ENTORING
