in partnership with May 19, 2020 (1:00PM-6:00PM) VENUE: Clermont, 22 nd Floor Discovery Suites Manila 25 ADB Avenue Ortigas Center, Pasig City LEARNING PARTNER: JV WONG President and Chief Executive Igniter People Ignite Organizational Development and Training I. PRIMARY OBJECTIVE To strengthen one’s competencies on customer management through having a growth mindset that is focused on engaging and connecting with various people within the retail industry and beyond. II. SUPPORTING OBJECTIVES: Develop one’s innate ability to engage and connect with various types of customers Practice crucial conversations during the workshop and gain helpful feedback from one another Use the creative methodology of Points Of You™ to understand our customer deeper III. COURSE DESCRIPTION Now more than ever, customers have become much more ahead than their service and solutions providers and vendors. Our customers have become ahead of their game, and they expect us, their partners and providers, to be much faster and agile than they are. How can we become agile to the needs and wants of our customers? We need to deepen our understanding of who they are: what they are thinking, feeling, and doing. They want us to know them as if in a bespoke, personalized manner. Hence, we need to become more customer centric, now more than ever. The “CREATE CUSTOMER CENTRICITY” learning workshop is a mindset experience. It starts from attaining a growth mindset, which affects what we say and how we respond to our customers. With this mindset, we would enjoy sincerely knowing how we can better engage and connect with them. 53 rd Retail Excellence Seminar Series CREATE CUSTOMER CENTRICITY FOR RETAILERS: Engage and Connect with Your Customers by Using the Points Of You™ Methodology
President and Chief Executive Igniter People Ignite Organizational Development and Training
I. PRIMARY OBJECTIVE To strengthen one’s competencies on customer management through having a growth mindset that is focused on engaging and connecting with various people within the retail industry and beyond.
II. SUPPORTING OBJECTIVES: Develop one’s innate ability to engage and connect with various types of customers Practice crucial conversations during the workshop and gain helpful feedback from
one another Use the creative methodology of Points Of You™ to understand our customer deeper
III. COURSE DESCRIPTION Now more than ever, customers have become much more ahead than their service and solutions providers and vendors. Our customers have become ahead of their game, and they expect us, their partners and providers, to be much faster and agile than they are. How can we become agile to the needs and wants of our customers? We need to deepen our understanding of who they are: what they are thinking, feeling, and doing. They want us to know them as if in a bespoke, personalized manner. Hence, we need to become more customer centric, now more than ever. The “CREATE CUSTOMER CENTRICITY” learning workshop is a mindset experience. It starts from attaining a growth mindset, which affects what we say and how we respond to our customers. With this mindset, we would enjoy sincerely knowing how we can better engage and connect with them.
53rd Retail Excellence Seminar Series
CREATE CUSTOMER CENTRICITY FOR RETAILERS:
Engage and Connect with Your Customers by Using the Points Of You™ Methodology
in partnership with
Ms. JV Wong, a facilitator for the Points Of You™ methodology, shall optimize the learners’ experience of exploration and conversation by using the creative tools of Points Of You™. Points Of You™ was born is the year 2006 within Israel as authored by Yaron Golan and Efrat Shani, whose core purpose were to help underprivileged adults and youth through coaching conversations. Today, the tribe of Points Of You™ has grown among 147 countries, with 20 language translations, and has been shared with more than 1M people around the world. It has the power to open the hearts and minds of its learners through experiential workshops. Through using the powerful tools of FACES™ and the COACHING GAME™ under the Points Of You™ tribe and methodology, the session aims to strengthen one’s ability to sense, discern, and engage with customers the right and “bespoke” personalized way. Through meaningful conversations, the session anticipates a positive change of mindset that will have impact on how one thinks, feel, and how would engage with customers.
IV. COURSE OUTLINE PART 1: ESSENTIAL
1st Points Of You™ exercise: FACES™ We are all customers, one way or another The evolution of customer mindset Attitude, Skills and Knowledge we expect as customers The Growth Mindset: The revolutionary mindset shift from customer service to
centricity PART 2: EXPERIENTIAL
2nd Points Of You™ exercise: COACHING GAME™ What is the Customer Experience for YOU? (5W + 1H) Customer Experience through WHY, WHAT, WHO, WHEN, WHERE + HOW Opening Hearts and Minds through Points Of You™ Conversations with Customers
PART 3: CONVERSATIONAL
Practical tips on customer centricity conversations More conversations, More Learning Feedback on how to have meaningful
conversations FINAL EXPERIENCE: The ONE Customer Centricity Story Challenge
V. WHO SHOULD ATTEND? Business Owners, Managing Directors, Presidents, Chief Executive Officers, Chief Operating Officers, Chief Marketing Officers, General Managers, Senior Management, Directors, Brand Managers/Supervisors/Officers, Customer Service Managers, Sales Managers/Supervisors/Officers, Marketing Managers/Supervisors/Officers, Product Managers/Supervisors/Officers, Branch Managers, and individual contributors of organizations which have roles on engaging with customers (both internal and external).
in partnership with
VI. COMPANIES/PARTICIPANTS WILL LEARN Mindset shift from fixed to growth mindset Transition from customer service TO customer centricity More engaged and connected conversations with customers through Points Of You™
VII: LEARN FROM THE EXPERT: JV WONG
Chief Executive Igniter of People Ignite Organizational Development & Training, Inc.
Graduate of AB-OCM (Organizational Communications) and TCP (Teacher Certificate Program) from the De La Salle University, Manila
Worked for Microsoft Philippines handling four roles: Global Strategic Alliance Manager, Partner Readiness Manager, ISV (Independent Software Vendor) Manager, and CTEC (Certified Technical Education Center) Manager
Microsoft’s CPE (Customer-Partner Experience) Hero Awardee for Asia Pacific and the Greater China Region
Representative Speaker for the Philippines during the ICET (International Convention for Educational Technology), through her winning paper “Living a Legacy through Ambassadorship” where she spoke about igniting and leading others in the academic industry
2015 Editor-in- Chief of the People Manager Magazine of PMAP (People Management Association of the Philippines)
Accredited Trainer and Facilitator of THINK ON YOUR FEET®, a thought-structuring and communications program present in 30 countries
Speaker on Customer Experience, Communications, and Ideation Topics for corporate conventions
Facilitator for strategic business planning and people development sessions for industries such as pharmaceutical, manufacturing, media, IT, BPO, retail, food, and banking which allows her to travel in the Philippines and in South East Asia
A passionate triathlete, entrepreneur, thought-leader interviewer, writer, and entrepreneur
in partnership with
Please Fax to PRA @ 8636-0825 or email Ivan Verzonilla (PRA Secretariat) at
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REGISTRATION FEE
Early Bird Rate (if paid on/before
May 14, 2020)
Regular Rate (if paid on May 15, 2020)
PRA Member Php 2,495 Php 3,495
Non-PRA Member Php 3,495 Php 4,495
*5% Discount for group of 5 or more
*Members in good standing; Heavy merienda will be served; Certificates will be provided.
Mode of Payment ● Please make check payable to PHILIPPINE RETAILERS ASSOCIATION, INC. ● Check payment should be SENT to the PRA office (Unit 2607 Jollibee Plaza, F. Ortigas Jr. Road, Ortigas Center, Pasig City)
or DEPOSITED to PRA Account: Banco De Oro (BDO) - SM Megamall B Branch. Savings Account: 281121451 ● Please FAX Deposit Slip at 636-0825 with your Company Name to PRA for recording on or before May 15, 2020.
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Cancellations received in writing at least 1 week before the event will be subject to 50% refund. Replacements are welcome but must be advised to the Secretariat at least 3 days before the seminar.
