Customer Centricity – Putting Customer Focus at the Heart

In the competitive environment providing customer service or feedback is no longer an advantage, it is imperative. To have an edge, employees should be in a position to constantly question them self “how can I impact the customers?” A customer centric functioning is critical. Customer centricity is putting the customer first, to gain customer satisfaction and loyalty. To be successful it is essential that customer’s experience and their journey in the organization are smooth and satisfactory. For gaining excellence in the organization being customer focused is required. This is where Strengthsape’s Customer Centricity program can help you.

Need Addressed
  • Do you find it difficult to differentiate customer service and customer centricity?
  • Do you like to identify how to create a customer centric environment?
  • Is there a difficulty to manage angry or disappointed customers?
  • Do you like to understand different customer styles and deal with them effectively?
  • Do you want to drive a culture of customer service?
  • Would you like to provide exceptional customer service?

If your answer to these questions is “yes”, then Customer Centricity: Putting Customer Focus at the Heart is just for you.

Customer Centricity Program Objectives

The program focuses on helping organizations develop a customer centric environment by understanding the needs of customers, designing an approach and making the changes, communicating effectively to the customers, and creating a long-lasting relationship. Understanding the benefits of a customer focused functioning and driving a customer centric culture.

Customer Centricity Program Features

Customer Centricity: Putting Customer Focus at the Heart is based on experiential learning using online pre-work, engaging facilitation, and online follow-up to create a personalized learning experience. It involves creating a customized plan for understanding customer needs and ensure their satisfaction through real life case studies and personalized activities.

Pre-Work

1-Day intensive training

Virtual Follow-Up

Customer Centricity Program Outcomes
  • Gaining a perspective on how to understand the needs of the customer
  • Knowing about the stages of customer focus
  • Being able to view from customer’s perspective
  • Taking up responsibilities to impact customer in different ways
  • Knowing the barriers in delivering the service to the customer
  • Learning to create strategies to overcome the barriers
  • Understanding the importance of observation and feedback
Experience Customer Centricity – Putting Customer Focus at the Heart

Discuss

Sketch

Observe

Reflect

Play

Customer Centricity Session Plan
Session NameBrief Overview
IntroductionsParticipants are introduced to the entire structure of the course and their commitment reaffirmed.
Designing customer centric organizationKnowing about customer-centric organization, customer’s needs, benefits for the organization and customer, and required changes to ensure customer focus.
Stages of customer focusTo understand the four stages of customer focus journey. Customer-focused, Customer-driven, Customer-engaged, and Customer-inspired.
Focusing on required changesViewing the current functioning and finding the required changes to become a customer centric organization.
High velocity feedbackGetting constant feedback from customers about their experience and if any changes are required.
Mapping customer’s journeyTracking the journey of customer from time they approached till date to understand their change in needs.
Communication skillsCommunication skills are crucial based on how employees convey the plans to customer and get their views and needs.
Case study discussionTo facilitate greater understanding discussion of live case studies are provided along with few individual and group activities. This gives an experiential learning experience.

This is the overview of Customer Centricity – Putting Customer Focus at the Heart. The program is customizable based on client requirements. To know more, write to us at contact@strengthscape.com