Best Practice
Symettry-Image-MAIN

INTRODUCTION TO CONSIDERATION SYMMETRY

Crossing User experience, Customer experience and Employee experience – A set of learning games for greater performance in your organisation. For companies willing to develop their service performance, making the link between customer engagement and employee engagement is common sense: it boosts loyalty, sales, market share and consistently reduces employee turnover.

This link is called Consideration Symmetry©. It consists in paying as much attention to your employees as your customers. However, even when widely accepted, this principle of Consideration symmetry© can be a big cultural shift for an organisation, across departments. A particular perspective and methodology is needed for it to become and remain a reality.

This 1 day session delivers a bespoke, practical and participatory approach to evolve and transform your service offering, and to learn the methodologies to assess and improve services and behaviours in your organisation.

Additional information

REASONS TO ATTEND

  • Find new ways of increasing customer and employee engagement
  • Improve your service-related KPIs
  • Develop the service culture of your team
  • Fight silos – Collaborate between departments

COURSE DETAILS

  • Prospective on new trends in customer expectations
  • Alignment the exercise of your company strategy and personality
  • Consideration Symmetry© assessment results (survey will be done a few days before the seminar)
  • Innovation challenge on the Moments of truth of users, customers, employees
  • Behavioural training
  • Action plan to foster performance

LEARNING EXPERIENCES

  • Customized content for your company (a preparatory meeting is needed 3 weeks in advance)
  • Active and fun
  • Group workshops
  • Creativity
  • Guidelines to use the learning games by yourself after the session
  • Optional additional consulting or training

WHO IS THE COURSE FOR

Groups of 12-30 managers/directors of the same company, from multiple positions (marketing, HR, communication, sales, operations…)

Previous course feedback

“Increased my knowledge and awareness in this subject hugely. Actual cases where IA has been successfully implemented were really useful, particularly around ROI.” Ireen Lock, Head of Site/Operations Manager, The AA
“Always great workshops with Martin. Thought provoking theory that actually translates to practical models for improvement.” Leon Shouksmith, Marketing Account Manager at GM Financial
“Thanks for yesterday. The team enjoyed the training and learnt a lot.” Bian Salins, Head of Social - Digital at TSB

Course features

DURATION:

One Day (8 hours)

COURSE DATE:

Book 4+ weeks in advance

VENUE:

Onsite or venue of choice

COST:

POA

PLACES:

8-15 people

DELIVERY:

Classroom

Contact Us:

Daniel Keen - Membership Sales
Direct: 01932 506 306
Email: dan.keen@ebm.media

Dan Skinner - Membership Sales
Direct: 01932 506 307
Email: dan.skinner@ebm.media
Discounts are available

Enquire about this course