Additional information
| Course Duration | |
|---|---|
| Training Location | |
| Delivery Format |
- From: Apr 05, 2027
- To: Apr 08, 2027
-
Duration:
4 Days
- Location:
Course Code: AX-SIG-002
Customer-Centric Culture Masterclass
Building a High-Performance Customer Experience Organization
$5,500.00
Course Information
Course Overview
Customer experience is no longer the responsibility of the customer service department alone. Every interaction, process, employee and business decision can influence how customers perceive an organization.
A truly customer-centric organization aligns its people, culture, leadership, processes, technology and performance measures around the creation of customer value.
Learning Objectives
- Assess the current customer-centric maturity of their organization or function
- Identify key customer expectations, needs and experience gaps
- Apply customer journey mapping to identify critical moments of truth
- Connect organizational purpose, brand values and employee behaviours
- Develop practical approaches for embedding customer-centric culture
- Align recruitment, onboarding, training and performance management with customer experience objectives
- Establish meaningful customer experience measures and KPIs
- Use customer and employee feedback to identify improvement opportunities
- Strengthen accountability for customer outcomes across functions
- Develop initiatives that improve customer satisfaction, loyalty and advocacy
- Create a practical customer experience improvement action plan
Who Should Attend
- Customer Experience Directors and Managers
- Customer Service Managers
- Department and Function Heads
- Account Managers
- Sales Managers
- Marketing Managers
- Brand Managers
- Business Development Professionals
- Customer Service Team Leaders
- Service Delivery Managers
- HR and Organizational Development Professionals
- Senior Managers responsible for customer-facing functions
Course Outline
This course covers the following core modules:
- The Customer-Centric Organization
- Customer Journey Mapping & Experience Design
- Creating a Customer-Centric Culture
- People, Capability & Employee Experience
- Customer-Centric Processes, Technology & Systems
- Customer Feedback, Measurement & Performance
- Service Recovery & Building Customer Loyalty
- Leading Customer-Centric Transformation
- Customer-Centric Action Plan
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