The WOBLSTM Workshop is a 1-2 day forum that removes hierarchies to allow open communication about problems, opportunities, strengths, and wins across all levels of a business. It aims to give the business the ability to listen and understand itself better by demonstrating that excellent customer experience is everyone's responsibility. The workshop facilitates a 'deep dive' across the entire business to understand operations from a 'whole-of-business' perspective and align the organization around a unified vision of the customer through identifying customer touchpoints and experience issues. Critical attendance includes the executive team, managers, customer-facing employees, and others to educate the importance of customer experience as a whole-of-business strategy.

1. WOBLS™ Workshop
Giving Your Business a Voice
We empower your business by teaching it to listen in a forum that removes hierarchical and divisional
segmentation. Our Shhh-Listen approach provides a casual environment where problems and opportunities
can be communicated at the same level as strengths and wins.
Our Whole of Business Listens & Speaks (WOBLS™) Workshop is a forum where the business understands
the importance of customer and recognises that delivery of Customer Experience Excellence is every
employees’ responsibility.
What Does It Achieve?
Engagement
Trust
Transparency
Communication
Alignment
Understanding
The WOBLS™ Workshop is designed to give your organisation the ability to listen and understand itself. This
Workshop demonstrates the importance of customer and provides a realisation that customer experience is
a whole-of-business responsibility.
Throughout your business, there are people who can provide valuable insights, input, ideas, solutions and
strategies. WOBLS provides an open forum for all of your people to contribute to a discussion that is focused
on what is happening now and why it is happening.
It’s About the Customer
Our approach assists employees in all areas of the business to understand their impact on customer and
their responsibility in the delivery of customer experience excellence.
The customer journey becomes a focus, and the impacts and touchpoints are identified in an open
environment. This gives the business a clear view of how well business operations are geared towards what
should be the main priority: the customer. It also gives all employees a clear picture of their importance in
the customer journey and puts the entire organisation on a pathway to an aligned vision.
It’s at this stage that participants can begin to identify and highlight what is working well, examine customer
experience issues through the journey, discuss causes and identify potential solutions that will put your
business on track to being a leader in delivering an amazing customer experience.
Diagnostic
WOBLS is a powerful business diagnostic and insights tool that clearly highlights and compares what you
think your business is doing and what it is actually doing.
A FACILITATED DEEP-DIVE ACROSS YOUR ENTIRE BUSINESS

2. www.itsaboutthecustomer.com
2It’s About the Customer – Gearing Your Business for a True Competitive Advantage
It facilitates a ‘deep dive’ across the entire business so we are able to able to understand your business in a
unique ‘whole-of-business’ manner which provides a myriad of benefits including:
 Acting as a catalyst for cultural and business alignment
 Assists in removing the segmentation that typically occurs in an organisation
 Engages all of your people – employees, stakeholders, customers – at the same level
 Providing a clear understanding and communication of vision
 Aligns the entire business to a unified view of YOUR CUSTOMER
Who Needs to Attend?
This inclusive workshop is about the whole of business, and to this end it is important that all levels of the
organisation are in the same room at the same time. This workshop is for every area of your business.. not
just the customer-facing team(s), so it is critical that all divisions are included.
As organisational change must be top-driven, the attendance of the CEO and all members of the Executive
Team is also vital from a message perspective.
Through participation of executive and divisional leaders we are also able to educate the importance and
responsibility of Customer as a whole-of-business strategy.
Critical Attendance:
Executive Team (including the CEO)
Management Team
Supervisors/Team Leaders
Customer-facing employees (both internal and external customers)
WOBLS™ Logistics
How Long: Dependent on the size of the business (typically 1-2 days plus customer insights survey)
Environment: Casual
Venue: onsite or offsite
Customer Insights
WOBLS is best undertaken after completion of a Customer Insights Study where we survey your customer
base to determine the following:
Who your customer really is
What your customer needs
What your customer is experiencing
How your customer feels about your brand and your product
This information is vital to business sustainability and success and with it we can:
Communicate the picture of your customer across your organisation to support a shared
organisational vision
Understand the customer’s needs and map what your customer is actually experiencing against
what your business thinks they are experiencing
Build an experience program that manages expectations and sets your business up for an ‘exceeds
expectations’ report card
Identify and triage processes in the business to improve customer experience, increase business
profitability and lift employee satisfaction

3. www.itsaboutthecustomer.com
2It’s About the Customer – Gearing Your Business for a True Competitive Advantage
“SHHHH-LISTEN. IN THE VOICES AROUND YOU IS WEALTH
AND VALUE. THERE IS KNOWLEDGE, EXPERIENCE AND
INSIGHTS INTO WHAT YOU DON’T YOURSELF SEE, KNOW OR
UNDERSTAND. LET THOSE VOICES BE HEARD. SHHHH-
LISTEN, LEARN AND GROW” KIM STOKELD
Contact Us
Kim Stokeld
M: 0416 261 336
E: kim@itsaboutthecustomer.com
Samantha Chambers
M: 0438 774 417
E: sam@itsaboutthecustomer.com