Course description
As a brand, you need a customer-centric culture that focuses on creating positive customer experiences through effective communications strategy and delivering value through products and services. Going customer-centric means understanding how to connect with customers to build loyalty as a top priority. Understanding how customer-centric organizations think, act, and communicate will take you further than any other strategy or concept in your business.
The brand experience has taken on an entirely new role in the modern customer-centric culture we find ourselves. At the same time, companies must ultimately meet customers’ needs and create a positive engagement for their customers. A company with a customer-centric culture is focused on providing excellent customer service and delivering products that help its customers get what they need when they need it.
Upcoming start dates
Suitability - Who should attend?
Who should attend?
- General Managers
- Senior level managers
- Product managers and designers
- Customer Relationship Managers
- Brand Managers
- Marketing Managers
- Brand Designers
- Team leaders
- Project leaders and managers
- Entrepreneurs and start-up founders
Outcome / Qualification etc.
Rcademy’s Building a Customer-Centric Culture Training Program has the following objectives:
- To learn ways of making customer satisfaction the core of the organization
- To learn methods to create the best customer experience
- To learn ways of managing touchpoints to generate maximum brand awareness
- To highlight ways of developing a customer-centric narrative
- To learn about different methods of connecting with customers
- To learn developing efficient measurement systems for better feedback
- To learn to use technology to enhance interaction between the company and customers
- To learn about customer-centric marketing strategies
- To learn the importance of developing two-way communication with customers and collecting valuable customer feedback
- To learn different tools and techniques used today to gather customer needs data
- To learn of best customer-centric practices followed by corporates
Training Course Content
Module 1: Basics of Customer-Centric CultureÂ
- Customers at the heart of strategy
- Customer-focused approach
- Understanding customer profile
- Ensuring the right behavior of staff
- Importance of customer feedback
Module 2: Steps to Building Customer-centric Culture
- Understanding the customer
- Perception of experience
- Minimizing customer effort
- Designing service promises
- Empowering employees
- Role of back office and front office
Module 3: Customer-Focused Leadership
- Top-level commitment
- Leading by example
- Creating accountability
- Recognizing and rewarding customer-focused behavior
- Multiway communication channels
Module 4: Forces Behind Customer Centricity
- To improve financial performance
- To create value for the organization
- Increased lack of differentiation
- Dealing with an empowered and informed customer
- Increased regulatory norms
Module 5: Customer Relationship Management
- Internal and external relationship
- Transactional approach
- Relationship approach
- Key customer experience touchpoints
- Customer needs analysis
- Strategic CRM planning and implementation
Module 6: Customer-centric Metric
- Customer Lifetime Value
- Early Repeat Rate
- Win back rate
- Referral Counts
- Employee Retention
- Customer satisfaction
Module 7: Role of Feedback in Customer-centric Culture
- Voice of Customer
- Direct and indirect feedback
- Feedback through social media
- Traditional methods
- Feedback loop
- Communication strategy
- Responding
Module 8: Customer ConnectivityÂ
- Best practices for customer connection
- Recognizing spheres of influence
- Types of customer connections
- Digital technologies
Module 9: Customer Data AnalyticsÂ
- Understanding customer segmentation and classification
- Market-based analysis
- Link Analysis
- Transactional Data
- Web behavior data
- Types of customer data analytics
Module 10: Training Employees
- Generating customer empathy
- Training for adding value to customers’ experience
- Customer relationship building
- Skill development
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Rcademy
Rcademy is a global training and consultation organisation set out to bridge the gap between you now and what you can be in the near future. We are facilitators of knowledge impartation. Our team of established and experienced training enthusiasts...