Exploring Client Centricity

Comment l'animer

1. 1

   Begin the session by stating its purpose: to explore and enhance client-centricity within the organization.

2. 2

   Present a broad definition of client-centricity: focusing on putting clients at the heart of organizational philosophy and operations.

3. 3

   Conduct a check-in by asking participants what they hope to contribute and learn during the workshop.

4. 4

   Ask participants to recall and share a positive client experience, discussing the factors that contributed to their satisfaction. Document key points on a whiteboard.

5. 5

   Instruct participants to define 'client-centricity' for their organization in one sentence and write it down on A4 paper in groups of 3-4.

6. 6

   Once all groups have finished, ask them to post their definitions on the wall and identify common themes.

7. 7

   Encourage participants to think about who their clients are, using post-it notes to articulate reasons clients seek their products or services.

Conseils

• Create a comfortable environment where everyone feels safe to share their experiences.

• Encourage empathy by reminding participants to focus on the emotions involved in their client experiences.

• Use visual aids like a whiteboard to capture insights and foster collaborative discussion.

Variantes

This method can be adapted to focus on different stakeholders by adjusting the definition and experiences shared, such as partner-centricity or staff-centricity.

Méthodes associées