Strategic Leadership

Purpose - To help your organization’s leadership team members:

Clarify the customer experience delivered to your marketplace and make key decisions about what has to happen to get you there

Build a team committed to supporting and driving your sales and service vision and mission

Agree on their level of sponsorship and commit to communication and coaching activities for themselves and their reporting tiers

Develop clarity around the sales and service process models that spearhead the implementation of successful sales and service tenets and create Dynamic Customer Experiences™ – each and every tim

What Is Included

Strategic Leadership equips senior executives with the skills and knowledge to build, lead, and drive your organization’s sales and service culture. Seven topics are covered during this strategy session, which is always facilitated by an Omega Performance consultant. The session can be accomplished as a two-day event, two single-day events, or a series of shorter topics delivered as part of an existing meeting agenda.

The session, which is preceded by an assessment of your existing sales and service culture, enables participants to define and implement next-level expectations based on four key customer experience components and drivers. Strategic Leadership features Omega Performance’s worldwide best practices and current research findings to boost participants’ effectiveness at leading the change initiative within your sales and service organization.

Each participant is given customized leadership tools in printed form and on a jump drive.

DAY ONE

Topic 1: From Current State …

Review Pre-Session Assessment results
Analyze and discuss data, gaining group consensus on organization’s place on the Customer Experience Continuum
Determine best practice indicators and discuss current position
Analyze the customer experience results from the third party perspective

Topic 2: …To Desired Outcome

Present industry standards, best practices, and research results from sales and service thought-leaders
Discuss current position and desired outcome
Identify challenges to successful adoption of change
Convert data and best practices into a viable sales and service vision with actionable initiatives to create organizational fusion

DAY TWO

Topic 3: Roles of Leaders of Change

Analyze a case study to identify practices that enable organizations to better embrace change and transition more quickly to the desired sales and service culture
Introduce the leadership roles needed to attain and maintain sales and service culture and mission: Champion, Coach, Communicator

Topic 4: Champion

Overview of the characteristics and behaviors of the role of Champion
Discussion of how the Champion role applies to participants
Identify and discuss obstacles to performing the Champion role, and strategies for overcoming these obstacles

Topic 5: Coach

Overview of characteristics and behaviors of the role of Coach
Identify and discuss obstacles to performing the Coach role, and strategies for overcoming these obstacles
Review DVD/video models of coaching in action

Topic 6: Communicator

Overview of characteristics and behaviors of the role of Communicator
Identify and discuss obstacles to performing the Communicator role, and strategies for overcoming these obstacles
Craft and practice delivering the communication message needed to enroll employees in the change initiative and to motivate them to peak performance

Topic 7: Leading the Charge

Determine next steps/action items

Results You Can Expect

A clear awareness of what is needed to be successful, as a leader and as an organization
Expanded knowledge of best practices in the financial services and retail industries
Increased potential for creating Dynamic Customer Experiences that differentiate your organization in the marketplace
A more focused approach to the “significant few” leadership behaviors that will change behavior and move your organization forward
A communication message that will enroll employees in the change initiative
Visible commitment to supporting and driving the initiative—leaders are required to tape their message to their constituencies at the end of the session

Pre-Session Benchmarking

Pre-Session Assessment
Performance Analysis consulting engagement (optional)