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The Mind of the Customer
Explore Customer-Focused Values
 Program Benefits
The Mind of the Customer, from The Real Learning Company, is an innovative way of providing sales professionals the means and ability to create better alignment between their values and those of their organization, and their customers’ values. Based on five years of customer-focused research, this three-tiered program improves the potential for building and cementing customer relationships by revealing how people’s core values motivate behavior and impact everyday life. The Mind of the Customer will help your sales professionals:
- better comprehend the values that are “top of mind” to them, to their organization, and to their customers
- form a concrete and specific dialogue around those values
- realize that a clear understanding of the values that each customer holds is crucial to
- developing a successful sales or service relationship
- develop an action plan for aligning their own and their organization’s values with those of their customers
- clarify what it means to be truly customer-focused
Program Description
Participant teams of 6-8 people gather around a learning map. Using a 40-card deck, each card describing a customer-focused value, participants select the top ten which are their own “top of mind” values. Participants discuss their sort, gaining insight into each other’s perspectives and exploring the similarities and differences of those perspectives. The discussions that arise enable team members to understand the collective thought driving the team or organization.
The real insight of The Mind of the Customer occurs next, when the facilitator uncovers the values that a sample of your organization’s actual customers have defined as being most desirable. The discussion that arises from this often surprising discovery allows participants to identify and develop a plan of action to move their individual and team values into alignment with their customers’ values. Participants leave the program with a set of constructive exercises to complete with their teams and customers. They will have developed a new awareness of their unconscious behaviors and values, and a fresh perspective on what it means to be truly customer -focused.
Implementation/Customization
The Mind of the Customer is typically implemented as a three-hour session. Managers may experience the program and deliver it to their teams back on the job. The program is a particularly powerful follow-on to the PLANET X sales simulation.
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