Customer centricity is the wide-ranging approach that requires businesses and non-commercial government entities to focus all their attention and processes around its clients. Such method has become categorically inevitable for building a successful model to prosper and shine in the today’s modern, competitive and highly dynamic world.
YOU WILL LEARN HOW TO
To achieve the objectives and principles of customer centricity number of actions must be accomplished including adjustments in the leadership principles, establishing new service standards, following such and readjusting internal communication flows. On top of it, team training with the new vision and approach must be secured. This course provides all the skills and tools to implement all the above changes and adjust with the most efficient approach the available resources to make a company or a government entity to be truly consumer-centric.
The course covers different particular topics of customer centricity standards and the key components to bring your professional knowledge to next level.
IMPORTANT COURSE INFORMATION
Upon completing the course, participants will be awarded Strategic Axis certificate endorsed by ICSA – International Customer Service Association.
COURSE OUTLINE
Core Standards of Customer in Focus approach – understanding needs & wants
Overview of Client Centricity – reasons why it established to be so Essential
Identifying Cultural Changes needed to ensure Buyer in Focus strategy
Designing Customer Centric organization to outperform Competition
Making systematic internal company Changes to achieve Service Perfection
The crucial role of HR in establishing and managing Consumer-Centric service teams
Building Client-Centric standards into a Government entity with successive approach
Studying how to leverage Customer-Centric Strategy to Increase Profitability
Core Standards of Customer in Focus approach – understanding needs & wants
Overview of Client Centricity – reasons why it established to be so Essential
Identifying Cultural Changes needed to ensure Buyer in Focus strategy
Designing Customer Centric organization to outperform Competition
Making systematic internal company Changes to achieve Service Perfection
The crucial role of HR in establishing and managing Consumer-Centric service teams
Building Client-Centric standards into a Government entity with successive approach
Studying how to leverage Customer-Centric Strategy to Increase Profitability
Module 2: Customer Retention Strategy
Customer Retention Strategy – tips how to improve customer Loyalty and ROI
Understanding the concept and Calculating Consumer Lifetime Value
Best Practices of Customer Centricity for Business and its central characteristics
Importance of getting Client Feedback & how to use It appropriately
Managing and measuring Customer-Centricity as Strategic Management Tool
Choosing the right Benchmarking to evaluate Organizational Improvements
Developing and implementing Buyer Centricity Excellence Model
Best advice and praxis how to use your Strengths to Avoid Implementation Pitfalls
Successful implementation of acquired seminar knowledge in the UAE environment