Customer Centricity

  • 1 day(s)Duration
  • MDI1347Course Code
  • send to printer

Course description

During this course, participants will experience a blend of traditional classroom training, team application activities, online research, and potential investigative exercises designed to transform experienced managers into confident advanced-level leaders. This session focuses on harnessing the power of customer centricity and using the perspective of the customer to gain a sustainable competitive advantage.

Who should attend

This course is designed for mid-level managers and those who are managers of managers with at least four years of experience managing others.

What you will achieve

  • Effectively manage customer relationships.
  • Identify the metrics that matter most to your customers.
  • Remove the barriers that hinder delivering superior customer service.
  • Build strategic relationships from a global perspective.
  • Problem solve with the customer in mind.
Key Takeaway
  • Effectively and confidently manage customer relationships, customer expectations, and strategic relationships.

What you will learn


Prior to the course, a prework assignment book is sent tot he participants. Estimated time commitment is 2-4 hours.

Course Outline
Module 1: What Is Your Service Orientation?
  • Focus on the Customer vs. Transactions or Products
  • Elements of Customer Centricity
  • Customer-Centric Strategy
Module 2: The Customer Life Cycle
  • Customer Retention and Customer Attraction
  • Share of Wallet
Module 3: Determining Customer Value
  • Customer Insight &mdaqsh; What Does the Customer Value?
  • Service Expectations
  • Customer Priorities
  • Solving Customer Issues
Module 4: Creating the Customer Experience
  • Customer Relationship
  • Feedback and Metrics
Module 5: Challenges
  • Creating a Customer-Centric Culture
  • Hiring for Success
  • Resolving Dissatisfaction
  • Building Sustainability into the Mix