How to Execute and Sustain Your Customer Experience Transformation
Creating a Customer-Centric Culture focuses on a strategic two-step process:
- Designing the method and technical solutions needed to implement your customer-centric plan
- Delivering the highest return on investment by gaining the buy-in from leadership and employees to deploy and sustain this shift in your organization’s culture
This program helps leaders design and deliver a customer-focused plan to promote sustainable business success.
Program Details
Creating a Customer-Centric Culture Program
Fee: $1695/Per Person
Six Ways To Create a Customer-Centric Culture
Six keys to creating a customer-centric culture where the humans at your company (employees) connect with and provide great customer experiences to the humans (customers) who buy your products and services.
Learning Objectives—Creating a Customer-Centric Culture Program
The Creating a Customer-Centric Culture program provides tools and techniques you need to foster cross-functional collaboration, deliver faster service and improve processes to enhance your customer experience. It will help you:
- Understand the essentials of becoming a customer-focused organization
- Create and live by a customer-centric vision
- Assess the ability of your organization to adopt customer-focused processes and culture
- Create an environment of customer empathy
- Use customer impact data to drive improvement initiatives
- Enable decisions close to the point of customer contact
- Align metrics and rewards with strategic customer objectives
- Foster teamwork and cross-silo cooperation
- Establish a business-to-human mindset that values each customer
Creating a Customer-Centric Culture. Who Should Attend?
This program will benefit any leader or manager who believes cross-functional collaboration and a focus on customer value are critical to sustainable business success.
- Managers who influence operational performance or customer satisfaction
- Leaders with cross-functional span of control
- Service and product line leaders
- Business process owners/managers
- Human resources professionals looking to have a more strategic impact
- Customer service leaders
- Leaders of a strategic initiative to leverage new technology
- Directors/coordinators of a service or process Improvement initiative
- Change management professionals
- Anyone actively involved in an organization’s performance improvement efforts
Program Outline – Creating a Customer-Centric Culture
Transformation Planning
- Key attributes of a customer-focused organization
- Overall Customer Experience implementation strategy
- The Customer Experience transformation plan: technical and cultural
Organizational Readiness
- Readiness assessment
- Organizational change management
- Operational implementation planning
- Customer Experience implementation and support
- Planning for validation and sustainability
Validating Customer Impact
- Interviews and surveys
- Experiencing the Customer Experience
- Process performance alignment with Customer Expereince
- Responding to gaps in expectations
Cultural Transformation
- Helping all staff understand their impact on customers, patients, members and citizens
- Integrating Customer Experience into business processes
- Focusing performance on customer metrics
- Breaking down barriers between departments
- Continuous improvement
- Developing customer empathy and advocacy
Price
$1695/Per Person
$2495/Per Person to attend this program and Transforming the Customer Experience (July 24 – 25, 2018).
Volume discount available for companies registering 3 or more individuals.
Custom and On-Site Customer Experience Training Options
In addition to open-enrollment offerings, we also deliver Customer Experience training programs exclusively for a group or team within a single organization. All courses can be offered on a contract basis and may be tailored to fit your exact organizational needs. Contact us at 800.753.0444 or ldi@eckerd.edu for more information.
Have a question?
Contact us at 800.753.0444 or ldi@eckerd.edu.
