Customer Centricity

This session focuses on harnessing the power of customer centricity and using the perspective of the customer to gain a sustainable competitive advantage.

You will learn to:

  • Learn the advantages of having a customer-centric culture.
  • Measure customer relationships using some common tools.
  • Explore best practices in customer experience management.
  • Benchmark top companies and their customer centricity.
  • Create your own action plans to build a more customer-centric organization.

Key take away: The ability to effectively and confidently manage customer relationships, customer expectations, and strategic relationships.

Pre-Session Assignments

  • Assignment 1 – Review customer feedback that your organization has collected from its customers
  • Assignment 2 – Lessons from the Leading Edge of Customer Experience Management
  • Assignment 3 – Peter Fader on Customer Centricity and Why It Matters
  • Assignment 4 – The Chief Customer Officer: Driving Customer Engagement at the Highest Level
  • Assignment 5 – Why Customer Service Matters, Even for a Government Agency or Other Sole Provider
  • Assignment 6 – Meet with your team to decide how to research and prepare for your teach-back session

Estimated Time Commitment: 1-2 hours

Session Outline

Module 1: Customer Centricity and the Voice of the Customer

  • Overview
  • Customer Centricity Enablers and Detractors
  • Five Pillars – Experience, Loyalty, Communications, Assortment, Feedback
  • Exercise: Customer-Centric Cultures
  • Critical to Quality (CTQ)
  • Voice of the Customer (VOC)
  • Customer Contract and Service Level Agreements (SLAs)
  • Exercise: What Does Your Customer REALLY Want?

Module 2: Measuring Customer Relationships

  • Customer Satisfaction Research/Index
  • Net Promoter Score (NPS)
  • Customer Lifetime Value (CLV)
  • "At the Customer, for the Customer" (ACFC)
  • Exercise: Measuring Customer Relationships

Module 3: Customer Experience Management

  • Overview
  • Exercise: Customer Experience Management Lessons
  • Creating an Action Plan: The Keys to Customer Centricity
  • Customer Experience Management Challenges, Process, and Organization
  • Exercise: Key Customer Experience Management Practices

Module 4: Benchmarking

  • Discussion: Benchmarking Top Companies
  • Customer Service in the Public and Private Sectors
  • Exercise: What Organization Can You Benchmark?

Post-Session Assignments

  • Meet with manager to review what was learned in the session and your action plan
  • Group Coaching Forum #1

Estimated Time Commitment: 2 hours