Walk-a-While for Customer Centricity
Empathy immersions are crucial to building a customer centric culture and the products, services and systems that customers actually want and experiences which delight. Empathy immersions help uncover insights about customers, their values, motivations and behaviours. They offer a unique stimulating learning environment.
This program is designed to lift team performance. All Size9 Walk-a-While Programs are bespoke. They are tailored to your business context, goals and development needs.
Program Outcomes
This Size9 Program will develop the empathy mindset, skillset and toolkit for leaders and team members to
- Foster the behaviours required for insightful service delivery
- Develop insight into the target customer segment
- Uncover insights into the merits of current and prospective products & services
- Use customer immersions as an important adjunct to other market research tools and human centred design processes
- Use a toolkit of empathic practices to embed customer-centric behaviours and culture
- Leverage empathic skills in other aspects of teamwork, leadership and cross-functional collaboration
Program Structure
A Size9 program has three phases:
- Preparation – pre-reading, introduction to empathic practices, Size9 Toolkit, assessment, briefing for the immersion),
- Immersion – with a carefully selected customer sample group – where empathy skills & tools are applied, and
- Application – a practical session where participants apply the empathy skills and Size9 Toolkit to the workplace.
Logistics and Timing
Programs are either of 1 or 2 day duration or spread out over a longer period to complement existing research programs. Logistics will depend upon specific client requirements, for instance development of service behaviours or customer behaviour research. Experiences are usually held in off-site locations but onsite immersions through our Conference and Event programs are also available.
Who is this program for?
Walk-a-While Programs for Customer Centricity can be tailored and experiences crafted to suit the following teams:
- Product developers and managers
- Process designers
- Service Centre Leaders and staff
- Marketing & Sales teams
- Systems designers and analysts
- Internally focussed service & support teams