Customer Centricity: Build a Customer-First Culture

1024-SS-CS-103

Duration

1 Day  |  In-house at your offices or live online  |  Minimum 5 delegates

Description

Move beyond customer focus. Put the customer at the centre of every decision your business makes. Every company says it focuses on the customer. Customer-centric companies prove it by designing decisions, products and processes around a deep understanding of customer needs. This workshop explains the difference, works through the seven pillars of customer centricity and builds the service skills everyone in the business needs.

Who should attend

Managers, team leaders and staff in customer-facing or customer-supporting roles.

What you’ll learn

• Explain the difference between customer focus and customer centricity
• Use journey maps and feedback to anticipate needs
• Apply the seven pillars of customer centricity
• See how shared data and AI improve the customer experience
• Show empathy, patience, listening and problem solving in every interaction

Course topics

• Customer focus versus customer centricity
• Four steps to a customer-centric business
• The seven pillars
• Journey mapping and customer feedback
• Loyalty, communication and retention
• Essential customer service skills

How it works

On-site: we train at your offices for a minimum of 5 delegates. You provide the venue and refreshments and 1024 Training supplies all workshop material.

Online: we train live and remotely for a minimum of 5 delegates, with all material supplied electronically.