Building a Customer-Centric Culture Training Program

Why select this training course?

As a brand, you need a customer-centric culture that focuses on creating positive customer experiences through effective communications strategy and delivering value through products and services. Going customer-centric means understanding how to connect with customers to build loyalty as a top priority. Understanding how customer-centric organizations think, act, and communicate will take you further than any other strategy or concept in your business.

The brand experience has taken on an entirely new role in the modern customer-centric culture we find ourselves. At the same time, companies must ultimately meet customers’ needs and create a positive engagement for their customers. A company with a customer-centric culture is focused on providing excellent customer service and delivering products that help its customers get what they need when they need it.

Customer-centric companies care about engaging their customers and creating positive experiences. They define their brands through the way they run their businesses. Customer-centric cultures help brands develop and maintain brand loyalty by engaging customers in everything they do. How a brand interacts with its customers creates an emotional connection, which drives sales, loyalty, and brand awareness.

How do organizations analyze customer needs?

Customer needs are central to creating a customer-centric culture. However, customers are often difficult to interview, making it difficult to capture their actual needs. To overcome this, organizations use analysis to determine the needs of their customers. This allows them to identify their customers’ desires, which can then be used to develop products and services that meet the needs of their customers. Companies often combine data, such as demographics and purchasing behavior, with insights from teams of experts to better understand their customers. They use this information to make strategic decisions such as which products to launch, where to allocate resources, and what to market. By understanding their customers, companies can build and maintain a customer-centric culture. This process helps organizations to develop a culture focused on customer needs, which results in higher customer retention and loyalty.

Rcademy’s Building a Customer-Centric Culture Training Course is designed to help you communicate, align and connect with your customers, so they come back to you repeatedly. The course will help you understand the benefits of an individualized customer experience, increase customer loyalty and satisfaction with your brand, and ultimately make more money by meeting their needs on the journey from discovery to purchase. This course will help you build a customer-centric culture by learning how to effectively sell, interact with, and market to your clients. Gain access to the tools and resources you need to build a robust culture that is customer-centric and that places your customers at the heart of all that you do. This course builds an understanding of how businesses can embrace this approach and how it can benefit businesses through increased revenue, increased brand loyalty, and more efficient use of resources.

Who should attend?

• General Managers
• Senior level managers
• Product managers and designers
• Customer Relationship Managers
• Brand Managers
• Marketing Managers
• Brand Designers
• Team leaders
• Project leaders and managers
• Entrepreneurs and start-up founders

What are the course objectives?

Rcademy’s Building a Customer-Centric Culture Training Program has the following objectives:

• To learn ways of making customer satisfaction the core of the organization
• To learn methods to create the best customer experience
• To learn ways of managing touchpoints to generate maximum brand awareness
• To highlight ways of developing a customer-centric narrative
• To learn about different methods of connecting with customers
• To learn developing efficient measurement systems for better feedback
• To learn to use technology to enhance interaction between the company and customers
• To learn about customer-centric marketing strategies
• To learn the importance of developing two-way communication with customers and collecting valuable customer feedback
• To learn different tools and techniques used today to gather customer needs data
• To learn of best customer-centric practices followed by corporates

How will the course be presented?

• Interactive sessions
• Use of case studies
• Management games
• Learning preparation of reports, charts, graphs
• Real-time exercises
• Problem-solving and Group discussion sessions

What are the topics covered?

Module 1: Basics of Customer-Centric Culture 

• Customers at the heart of strategy
• Customer-focused approach
• Understanding customer profile
• Ensuring the right behavior of staff
• Importance of customer feedback

Module 2: Steps to Building Customer-centric Culture

• Understanding the customer
• Perception of experience
• Minimizing customer effort
• Designing service promises
• Empowering employees
• Role of back office and front office

Module 3: Customer-Focused Leadership

• Top-level commitment
• Leading by example
• Creating accountability
• Recognizing and rewarding customer-focused behavior
• Multiway communication channels

Module 4: Forces Behind Customer Centricity

• To improve financial performance
• To create value for the organization
• Increased lack of differentiation
• Dealing with an empowered and informed customer
• Increased regulatory norms

Module 5: Customer Relationship Management

• Internal and external relationship
• Transactional approach
• Relationship approach
• Key customer experience touchpoints
• Customer needs analysis
• Strategic CRM planning and implementation

Module 6: Customer-centric Metric

• Customer Lifetime Value
• Early Repeat Rate
• Win back rate
• Referral Counts
• Employee Retention
• Customer satisfaction

Module 7: Role of Feedback in Customer-centric Culture

• Voice of Customer
• Direct and indirect feedback
• Feedback through social media
• Traditional methods
• Feedback loop
• Communication strategy
• Responding

Module 8: Customer Connectivity 

• Best practices for customer connection
• Recognizing spheres of influence
• Types of customer connections
• Digital technologies

Module 9: Customer Data Analytics 

• Understanding customer segmentation and classification
• Market-based analysis
• Link Analysis
• Transactional Data
• Web behavior data
• Types of customer data analytics

Module 10: Training Employees

• Generating customer empathy
• Training for adding value to customers’ experience
• Customer relationship building
• Skill development