Customer Centricity
- Created By raju2006
- Last Updated November 21st, 2023
- Overview
- Prerequisites
- Audience
- Audience
- Curriculum
Short Description:
If you want employees to deliver a great customer experience, it’s important to build a customer-centric culture around them.
Description:
If you want employees to deliver a great customer experience, it’s important to build a customer-centric culture around them. In this course, learn how to build a culture focused on your customers, This training will enable you to gain practical strategies, including how to: link your company culture to customer experiences; drive culture change; write a “why” statement for your culture transformation; gain executive support for culture transformation; and how to do a "bright spots" analysis to uncover existing customer-centric success stories.
Course Code/Duration:
BDT221 / 1-2 days depending on the precise learning needs.
Learning Objectives:
After this course, you will be able to:
- Understand the concept of a Customer Centric Culture (CC Culture) and its significance.
- Identify and describe the supporting elements necessary for fostering a CC Culture.
- Explore strategies and practices for CC Transformation within an organization.
- Analyze the impact of cost optimization on Customer Centric Culture and customer relationships.
- Evaluate different levels of organizational resilience and their relevance to CC Culture.
- Define the concept of a Customer Value Leader and its role in maintaining a customer-centric approach.
- None
- Customers are not only your end users or external customers. Customers are also your internal function that blends together to form a robust product or service that delights the customer. Therefore this program is for all those who wish to up their customer facing and interaction skills.
- Customers are not only your end users or external customers. Customers are also your internal function that blends together to form a robust product or service that delights the customer. Therefore this program is for all those who wish to up their customer facing and interaction skills.
Course Outline:
- Customer Centric Culture – What it is?
- Supporting element for CC Culture
- CC Transformation
- Cost Optimisation and the effects on CC
- Organisational Resilience Levels
- What is Customer Value Leader
- Customer Experience Innovation
- Innovation and its effect on CC
