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Visionary Leadership and Strategic Change
12-16 Jun 23 (Dubai)
Course family: Leadership and Strategy -
Team Leadership and Emotional Intelligence
12-16 Jun 23 (Dubai)
Course family: Leadership and Strategy -
Building and Leading Successful Teams
12-16 Jun 23 (Dubai)
Course family: Leadership and Strategy
Creating a Customer-Centric Organisation
MG6
Introduction
This course has been designed to develop the techniques within your organisation to improve customer focus, ensuring customer-centricity underpins business processes. This course explores the role of customer experience before, during and after the point of sale, helping drive a competitive advantage and profitability.
The course will provide delegates wit the skills to appraise the importance of customer experience for the success of the organisation, design and implement a customer journey mapping process and identify how to create a seamless omni-channel customer journey.
Who should attend
This course is aimed at employees who want to develop and adapt marketing or operational strategies in a digital and globalised commercial environment, where competing for consumer loyalty is paramount.
COURSE PROFILE
Understanding the organisational strategy and its operating environment
- What are the short, medium and long term aims of your organisation?
- Creating tomorrows organisational strategy (Divergent vs convergent thinking)
- Understanding the drivers to your organisations success, and the barriers
- Business planning context - Input - Throughput - Output Model
Understanding and Evaluating Customer Centricity
- Understand what customer centricity is and evaluate its importance in today’s competitive environment
- Evaluate the need for a customer-relationship focus
- Define what customer experience encompasses
- Appraise the critical success factors for delivering and enabling customer-centricity
- Apply learnings to your organisation and identify potential improvements and any related challenges in creating a more customer-centric organisation
Planning the Customer-Centric Organisation
- Identify the key steps in designing a customer-centric strategy
- Appraise what customer identification means and how it can be executed
- Assess the need for, and basis of, customer differentiation
- Understand consumer needs and needs differentiation
- Understand the importance of consumer personas and develop key consumer personas for your organisation
Implementing and Assessing your Customer Centricity Plan
- Appraise the role of customer interaction and customisation when building your customer-centric strategy
- Identify the role of touchpoints between organisation and consumer
- Learn how to create a customer journey map, identifying different stages, key activities and motivations within each stage, and potential improvements needed
- Assess the importance of seamless omnichannel marketing as part of the customer journey
- Identify how to measure the success of a customer-centric approach
SKILLS
At the end of this course, delegates will be able to:
- An improved understanding of how individuals interact with your products or services
- An increased awareness of the importance of placing the consumer at the heart of organisational decision-making
- An increased ability to implement differentiation versus competition by understanding the need to deliver personalised journeys built on a foundation of integrated marketing and customer experience
- Improved confidence and skills to develop a unified customer-centric strategic approach that improves the way consumers perceive your organisation
Upcoming Courses
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