Creating a customer culture that differentiates your brand is vital to your organization’s long-term success. This facilitated course offers practical advice on how to take a holistic approach (Customer Centricity) to creating a reputation for excellence in the participants’ businesses.
The course allows the learners to realize the importance of customer centricity and helps them learn how to appreciate and take an “outside-in” perspective. Participants will learn how to plan, devise strategies, and how to implement these strategies in a way that keeps the customers at the center of the entire process. Participants will learn how to optimize and align resources, processes; etc. to effectively meet customer needs. At the end of the training course, participants will have a customer centricity strategy outline that can be developed for implementation.
PARTICIPANTS WILL LEARN:
- Understand how to transform the entire business model to be customer-centric
- Develop a plan of action for strategic and operational transformation of the organization
- Understand and Define customer-centricity using practical examples
- Develop a Business Case for Customer Centricity
- Understand Customer Centricity from a Systems Thinking Perspective
- Gain tools to measure, train and improve staff’s approach to customer centricity
- Understand customer segments and type of service they require
- Customer Engagement and Voice of Customer
- Developing Differentiated Customer Experiences
TRAINING OUTCOMES:
- Create a Customer Centricity Vision specifically for your Organization
- Understand How to Manage Different Customers (Separation of High Performing Customers and Other Customers)
- Build Customer Centricity into Core Principles and Values
- Build Customer Centricity into Business Planning and Strategy
- Put in Place the Right Measurements for Sustainability
- Exposure to Different Customer Centricity Frameworks
