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. It will give the participants the opportunity to benchmark using customer experience diagnostic. The Customer Centricity course also provides participants with a toolkit and techniques to raise service standards across the business.
The training 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 know 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 outline that can be developed for implementation.
Our Target Audience:
- Directors, Managers and Leaders
- Customer Experience Representatives
- Customer Service Managers
- Relationship Manager
Participants Will Learn:
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.
Understand how to transform the entire business model to be customer-centric.
Customer engagement and Voice of Customer.
Developing differentiated customer experiences.
Training Outcomes at a Glance:
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.
Ryan Ito California
I genuinely enjoyed Dr. Ritz’s training courses. I found them to be truly enlightening and inspiring. She only did not bring understanding of people management, but she has also given me new insights and perspectives. As a result my team’s morale and productivity have improved significantly.