Crafting the Client Experience: Pitney Bowes Brand and Culture
By Scott Shipps
Created 1 year ago
Introduction to Crafting the Client Experience Module 1 of 3 Course Overview The Crafting the Client Experience (CCE) course is a Business-to-Business (B2B) facing instruction intended to link the Pitney Bowes Brand to the culture and the personality these should benchmark for all of us to represent and reproduce when we are interacting with the people who are our Clients. This course provides specific delineation between the transactional experience of servicing a consumer-customer and the relationship servicing a business personally Client expects. CCE is a unique and fast-paced learner-driven course meticulously framed and facilitated by the Instructor, not taught, all students should be openly encouraged not to learn these materials, but instead they should experience them so that they can learn and use it. All learners must actively participate in this course in order to actually experience it themselves, which is the core to unlock the value these lessons can instill in them. The course Instructor must be a model of the PB Brand Ambassador, and should endeavor to consistently, and mindfully model all behaviors instructed in the course. If the Instructor finds themselves talking more than the students do, find a way to introduce a new open-ended question to the class to re-focus their combined learning on the topic. Instructors must reflect questions from students back to the class – use flip chart and/or whiteboards to write down these questions, and the student responses, this draws a different learning focus which helps classes discover a great deal of their own learning. Target Audience All associates that perform job related activities involving direct or indirect B2B Client interaction and communications. The why behind consistently representing the Pitney Bowes Brand, Culture and global organization to these Clients in a unified methodology specifically tailored to the elevated needs of the business Client.
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