Exploring Client Centricity
This method focuses on understanding and enhancing client-centricity within an organization. Participants will collaboratively reflect on their experiences as clients to uncover insights that define a client-focused approach.
How to run it
- 1
Begin the session by stating its purpose: to explore and enhance client-centricity within the organization.
- 2
Present a broad definition of client-centricity: focusing on putting clients at the heart of organizational philosophy and operations.
- 3
Conduct a check-in by asking participants what they hope to contribute and learn during the workshop.
- 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
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
Once all groups have finished, ask them to post their definitions on the wall and identify common themes.
- 7
Encourage participants to think about who their clients are, using post-it notes to articulate reasons clients seek their products or services.
Tips
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.
Variations
This method can be adapted to focus on different stakeholders by adjusting the definition and experiences shared, such as partner-centricity or staff-centricity.
Where it fits
Related methods
Frequently asked questions
When should I use Exploring Client Centricity?â–ľ
Use Exploring Client Centricity when you want to: team kickoff; strategy alignment; retrospective closing; client feedback session; organizational redesign.
How long does Exploring Client Centricity take?â–ľ
Exploring Client Centricity typically takes 60–120 minutes.
How many participants does Exploring Client Centricity work for?â–ľ
Exploring Client Centricity works best for groups of 2–10 participants.
What materials do I need for Exploring Client Centricity?â–ľ
Exploring Client Centricity requires no special materials — just participants and a space.
How difficult is Exploring Client Centricity to facilitate?â–ľ
Exploring Client Centricity is rated intermediate — some facilitation experience is helpful.
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Try it freeMethod descriptions on Workshop Weaver are original content written by our team, based on established facilitation practices. This method was inspired by work from SessionLab. Licensed under CC BY-SA 4.0.