Igniting Customer Centric Culture
The onus of creating a culture of customer-centricity lies on the shoulders of the top service leadership team. If the strategy of the organization is aligned with the creation of a customer-centric culture, it breeds a type of effectiveness that would make the competition envious. However, the creation of the culture via the execution of the strategy becomes the crucial differentiator causing success or failure. There are several methods and management systems to create that culture and all of them must work in tandem.
GrowthSqapes’ solution on Igniting Customer Centric Culture shows the path that leaders can take to build a culture and climate of customer centricity in the entire organization.
Objectives
- Build and drive a specific and unique customer centricity culture in the organization.
- Align and integrate the organization’s broad strategy towards the creation of the desired culture.
- Create a competitive advantage via effective execution and management.
- Build a community to sustain the culture and leave a legacy.
Who Should Attend?
Business or Function Heads who are responsible for the creation of organization culture, in both B2B and B2C business.
Key Learning for Participants
- Learn to increase the efficiency and performance of the downlines via structures, methods and management systems.
- Learn to integrate the customer-centricity strategy into the corporate strategy of the company.
- Understand and apply models and frameworks to support culture creation.
- Explore techniques for communicating more effectively, training and coaching as a leader.
Business Impact for Organization
- Creation of culture and climate that always focuses on the customer.
- Improved competitiveness, increased profitability and reduced costs.
- Creation of a motivated and accountable organization.
- Reduced customer churn and improved Customer Lifetime Value (CLV).
Design Elements
Delivery Elements
