Creating a Customer-Centric Culture
Beverly Hathorn Overview:
Ready to elevate your customer experience and stand out in a crowded market? This interactive, high-energy workshop will show you how to adopt a customer-first mindset that drives loyalty, satisfaction, and success.
You'll uncover the core principles of exceptional service and learn to align strategies, processes, and actions to consistently exceed expectations. Walk away with practical tools to create memorable experiences and inspire your team to champion a customer-first culture.
Your customers expect the best-this workshop empowers you to deliver it. Let’s make your business a customer-centric powerhouse!
Why you should Attend:
Why Attend the Customer-First Culture Workshop?
Do you know what’s at stake when customer expectations aren’t met? Revenue, reputation, and even your top talent. Customers demand more than the basics-they expect excellence, consistency, and a genuine effort to earn their loyalty.
Here’s the truth: over 70% of customers will walk away after a bad experience. That’s not just a statistic-it’s lost revenue, wasted potential, and a missed opportunity to grow your business.
By attending this workshop, you’ll learn how to deliver outstanding customer experiences that go beyond expectations. You'll discover actionable strategies to build a culture where exceptional service is the norm, not the exception.
Don’t let uncertainty hold you back-this is your chance to future-proof your business, keep customers coming back, and stand out as a leader in your industry. It’s not just an investment in customer service; it’s an investment in your success.
Areas Covered in the Session:
- The Power of Customer-Centricity - Why putting customers first drives business success.
- Uncovering Customer Needs - Mastering the art of understanding and anticipating expectations.
- Crafting a Customer-Centric Vision - Aligning your mission and strategy with customer priorities.
- Empowering Your Team - Equipping employees with the tools and mindset to deliver exceptional experiences.
- Identifying and Closing Gaps - Recognizing opportunities to enhance service delivery.
- Tracking Success with KPIs - Measuring impact and progress through key performance indicators.
- Feedback and Continuous Growth - Leveraging customer insights to refine and evolve.
- Building Lasting Loyalty - Creating relationships that keep customers coming back.
- This course ensures you’re ready to lead a customer-first revolution in your organization!
Who Will Benefit:
- Customer Service/Success Representatives
- Customer Success Center Leaders
- Center Directors
- Product Managers
- Contact Center Leaders
- Repair/Technician Center Leaders
- Methods and Procedures Teams
- Process Creators
- Trainers
- Hospital Administrators
- Retail Business Owners
Speaker Profile
Beverly Hathorn is a Certified Project Manager and HR Professional with over 25 years of experience transforming outdated processes and systems into efficient, high-impact solutions for customer success teams. As a seasoned customer service leader, she helps organizations unlock the full potential of their teams by improving productivity, streamlining workflows, and driving measurable customer satisfaction gains.
Beverly specializes in identifying operational bottlenecks and crafting tailored strategies to modernize customer success operations. She’s worked across industries - from banking and corporate sectors to the public domain - giving her a deep understanding of how to align employee engagement and customer satisfaction for lasting success.
Her passion lies in empowering customer success leaders to:
· Build scalable, efficient systems that support team growth.
· Elevate team performance with streamlined, results-driven processes.
· Create customer-centric cultures that enhance satisfaction and retention.
Whether it’s revamping workflows, implementing team training, or improving customer success strategies, Beverly’s mission is to help organizations lead with clarity, confidence, and impact.