Creating a Customer-Centered Culture DVD/Video Series

The “you are there” feel helps you apply what you experience to your everyday work. Under the well-produced surface of the scenes runs a process of progressive enlightenment. This series has been designed to be used as a facilitator-led tutorial. Its purpose is to enable leaders and change agents achieve the following outcomes quickly and cost-effectively:

• Create a sense of urgency for customer-focused transformation.


• Drive home management’s commitment to customers.


• Provide fresh concepts and methods for making dramatic improvement in customer success.


• Equip teams with mind-opening concepts and tools necessary for innovation.


• Unleash individual initiative and creativity.

1. The Basis for Satisfaction: What do Customer’s Value?


2. Service As a Product: What Do We Do?


3. Customer Roles: Who Is the Customer?


4. Customer Expectations: What Do They Want?

-- Customer Comments --

"Excellent program! This is not soft training but challenged me to make a mind shift to apply the customer-centered thinking in my work. The emphasis on creative, divergent thinking may be the key to our success in the next ten years."
Steve McAlexander, Assistant Vice President - American Honda Motor Company

"I am passionate in my conviction that those of us who are leading the transformation of our organizations must learn to think like our customers. Creating a Customer-Centered Culture® shows you how to do it for the greatest impact.”"
Bruce Rismiller, Executive V.P. (retired) - Northwest Airlines

"I have never experienced a program with a higher return on investment of time and money. This is also the most clear and direct method of quality improvement I have found."
Quentin Wilson - Department of Revenue, State of Missouri

"This changed the way we think about the customer. It forced us to look more at the outcome of the customers and see if our services provided them with that outcome; to look at doing the right thing instead of improving services they don’t even need."
Natalie Fortier, TQM Manager - Ericsson

"This created excitement about ‘what’s possible’ and gave the members of the leadership a new way to evaluate the work they and the organization does."
John Powers, Director - Eastman Kodak

"The video series provides "real life" examples that audiences can relate to and practical exercises to bring the information to life. It is informative and drives for learning and results in an entertaining manner. You will find yourself reflecting on the principles of customer-centered service in your personal experiences as a customer as well as your work experience as a supplier of services long after you have viewed these videos."
Katy Word - Arvada