Leading Customer Centricity
In many organizations, the customer service function is the most crucial unit responsible for positive customer experience. Regardless of how large or small, your business is, an effective service leadership team can be the crucial differentiator causing you to lead or lag in various customer satisfaction related metrics.If the service leadership team is competent then the entire organization can benefit from the climate the team creates, the results it generates and the tangible business impact it creates, both in the short term and the long term.
GrowthSqapes’ solution on Leading Customer-Centricity provides the service leaders with a strong understanding of the components of customer-centricity plus the skills and competencies pertaining to customer centricity and, provides tools and techniques needed to strategize and lead service delivery teams.
Objectives
- Creation of customer-centricity strategy that acts a differentiator in the market.
- Develop managerial competencies to execute the customer-centricity strategy of the organization.
- Creation of a consistent message that runs across the organization.
- Improve the adherence to the processes and practices of customer-centricity principles of the organization.
Who Should Attend?
Service delivery leaders including Program Managers, Project Managers and Channel Managers in B2B and B2C sales.
Key Learning for Participants
- Understand the importance of and constituents for leading customer centricity.
- Understand the role of the manager/leader in executing the strategy pertaining to customer centricity.
- Learn to create a consistent message that builds one’s authority to drive customer centricity.
- Identify own leadership style and enable performance by adapting to the needs of the team.
Business Impact for Organization
- Higher Net Promoter Score through improved outcomes of leadership efforts.
- A decreased churn rate of customers.
- Improved Customer Lifetime Value (CLV).
- Creation of a motivated business environment and accountability.
Design Elements
Delivery Elements
