Customer Centricity

Module synopsis

As the competitive landscape flattens out in terms of product differentiation and cost differentiation, the one area where companies can standout and win, is in Service.​

Customer Centricity is the culture and practice of putting your customer at the core of your business, and providing them with the best experience at all touchpoints.​

In the first part of the module, we look at 9 powerful practices of successful service-focused companies from diverse industries, to consistently achieve high customer satisfaction.

We then explore 5 real examples of guerilla servicing; simple, fast and cost-effective examples of winning over your customers.

The module finishes with cross-sharing and development of real improvements in customer service which can be immediately implemented back at work.

Module Outcomes

- Enhanced customer loyalty, repeat sales and customer spend / lifetime value.​

- Development of a healthy, holistic and lasting culture of great service across your organization.​

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