• Function and Department Heads

• Supervisors

• Customer Service Managers

• Customer Service Team Leaders and Supervisors

• Account Managers

• Sales Managers

• Marketing Professionals

• Customer Service Professionals

• Sales Account Managers

• Sales Professionals

• Know the importance of being Customer Centric in their interactions with customers

• Have a heightened awareness of the needs, wants and demands of today’s customers

• Experience the customer journey

• Identify the customer touchpoints with the organisation

• Put the customer at the centre of what we do

• Link customer centricity to the organisation’s vision, mission and values

• Identify the benefits of offering a good customer experience

• Know the  success factors of excellent customer experience

• Deliver great service experiences with the CX Framework

• Know the challenges of delivering customer-centric service experiences

• Manage customer feedback

• Improve the customer experience within their organisation

• Help develop a customer-centric service culture

• Develop, implement, train and monitor brand experience behaviours

• Challenge how customer centricity is delivered by existing strategy and how it drives superior performance

• Develop a customer-focused mindset for continuous improvement

• Produce a personal service improvement action plan

• Defining your current customer service culture

• Measuring the level of customer centricity

• Intuition is not acceptable. Decisions must be made using quantitative data

• How does your organisation rate on customer-centricity? Do your customers agree?

• What does the perfect service experience look like for your customers?

• Customer Journey Mapping – key to understanding your customer’s experience

• Practical – self-assessment

• Primary and secondary motives for the new culture

• Vision and Values – empty words?

• Developing Brand Values and Behaviours that determine how you do business with your customers and how your employees are managed

• The path to customer satisfaction, retention, advocacy and sustained revenue growth

• Measure customer-centric culture progress against set targets

• Role Modelling the desired behaviours

• Building and maintaining customer and employee trust

Communication:

• Starting with vision and values

• Communication consistency to build trust and passion

• Share feedback – customers, suppliers and employees

• Communicate how you are acting on feedback

• Examining competency requirements

• Ensure proficiency in technical and soft skills

• Using good judgment in all situations – always do right by the customer

• Accountability

• What gets rewarded gets done

• Developing and aligning to culture and feedback metrics

• Risk tolerance and penalties

• Systems

• Making it easier and nicer for customers to use your solutions

• Customer-centric policies, procedures and tools

• You need more than CRM, on its own CRM will fail

• Using technology to share customer stories

• A robust customer complaint system

• Identify employee competencies that directly reflect brand values

• Getting the right people in place with the personality to match the desired culture

• Redesign and conduct recruitment and induction programs that reflect the customer-centric vision, values and strategies

• Train, support, reinforce and discipline – soft skills, customer service expectations and core values

• Everyone must participate in the training, including leaders

• Customer-centric workshops facilitated by senior leaders

• Facilitating cross-functional collaboration

• Drive a customer experience culture across your area of responsibility

• Identify and implement significant changes in customer experiences

• Empower everyone to be a customer service leader

• Create customer advocates

• Develop visual tools to constantly reinforce brand values and behaviours

• Act on feedback through Service Improvement Action Teams

• Personal service improvement action plan