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.