Customer Obsession, by Design | Tau by Taylor's
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Customer obsession, by design

What do a $0.30 ice cream and a $1.2M noodle
complaint have in common? Customer Obsession

{{ applyLabel }} See the journey
A Pang Dong Lai guide talks leaders through the store floor Leaders inspecting packaged fruit at Pang Dong Lai A participant studying the wine shelves Guides leading the cohort through the mall The Mixue Group headquarters plaza in Zhengzhou A Pang Dong Lai session with the cohort A participant at Pang Dong Lai’s free drinking-water station
/ FROM OUR FIRST EXPEDITION
  • Journey and learn alongside leaders from across Southeast Asia
  • See Pang Dong Lai beside a leading competitor, then Mixue, the world’s largest food chain
  • Practise three customer-obsession behaviours back at work, with support from us and fellow leaders for three months
The expedition at a glance
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Why this journey

Why it's worth five days away.

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{{ w.n }} · From our first journey

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To ponder

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What you'll practise

Every business says customers come first. Most lose sight of it without noticing.

Three behaviours sit at the centre of the journey. You'll see each one in action in Henan, then make it part of how you work.

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How it works

It starts a month before you fly, and runs three months after you're back.

Each stage builds on the last. You arrive knowing what to look for, and leave knowing what to practise.

BEFORE · NOVEMBER Prepare
Case studiesIMD on Pang Dong Lai, INSEAD on Mixue
ReflectionTwo questions on your business to test in Henan
Online briefing90 minutes with your cohort, two weeks before you fly
IN HENAN · {{ expShortMono }} Expedition
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AFTER · DEC – MAR Practise
MONTH 1Walk in the customers’ shoes.Use your business as a customer would.
MONTH 2Make sacrifices to uphold your promise.Decide what to protect, and what to give up.
MONTH 3Implement customer-obsession practices.Turn your best people’s habits into routines.
The Tau app

Practice support in your pocket.

Weekly prompts remind you to practise each behaviour at work. Log what you tried, see how your fellow leaders are getting on, and keep your facilitator in the loop between check-ins.

The Tau app on desktop and phone, showing the Customer Obsession journey
From leaders who've been
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What's included

Have it all for one price

The fee includes pre-reading, five days in Henan, three months of guided practice, accommodation, most meals and logistics.

Stay and dine

Four nights at a five-star hotel, with a daily breakfast to start each morning. Three lunches and four dinners, including a welcome dinner and a closing dinner.

Transfers

Private airport transfers on arrival and departure, plus chauffeured transport throughout your itinerary.

Cultural immersion

Hands-on encounters with living traditions throughout the journey, including calligraphy and an 8am kung fu session in Henan, the home of Shaolin. An English-speaking local guide accompanies you throughout.

Support on the ground

Two Tau facilitators to look after every detail. All gratuities for your guide and driver are covered for all five days.

Every detail of your stay is attended to by Holiday Tours, leaving you free to give the learning your full attention.

Flights, additional beverages, hotel amenities and extra transfers outside the itinerary are not included.

Who you'll learn from

One promises to care. The other promises the same cup, every time.

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Who leads it

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Apply

Ready to rethink how you win customers?

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FEERM 16,680 per person, excl. SST and flightsor USD 4,088
QUESTIONS? SPEAK TO
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We respond within two working days with next steps.

This is an expression of interest, not a booking. Seats are confirmed by invitation.

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