The Mini MBA in Customer Centricity will provide you with a framework to create truly customer first business and to reap the commercial benefits of doing so. You’ll learn how to create a culture centred around employee empowerment and how to increase customer lifetime value. From great customer service, to personalised customer experience and the internal operating models and policies required, you’ll learn how to drive customer-led change within a business.
Module 1: Employee Engagement
To be customer centric, you must cultivate employee satisfaction. Learn how to create an organisational culture that helps to deliver customer centricity.
Module 2: Social Responsibility
Social Responsibility is more than a tick box exercise. Learn how to develop social responsibility policies that prove to customers and employees you’re taking it seriously.
Module 3: Diversity and Inclusion (inside and outside the organisation)
The more diverse and inclusive your business is the more successful you’ll be.
Assess gaps in diversity and inclusion within an organisation and plan for the future.
Module 4: Customer Experience
Learn how to create a customer experience across all your channels and touchpoints that meets the needs of your most important customer segments.
Module 5: Technology as an Enabler
We tend to overestimate the impact of technology in the short-term and underestimate its impact in the longer-term. Learn how to prioritise and evaluate the technology solutions required to deliver the experience your customers expect.
Module 6: Channel Strategy
To be successful, you need more than an omni-channel strategy. You need to develop a customer-centric channel strategy based on the needs of your most important customer cohorts.
Module 7: Customer Centric Marketing
Understand the opportunity to drive up profitability by moving from push to pull communications and how personalisation can help turn customers into fans.
Module 8: Organisation Structure and Skills
To ensure customers receive consistent experiences through all channels and touchpoints, you need to define an operating model to deliver customer centricity within the organisation.
Module 9: Measuring what Really Matters
Cut through the noise about big data to get to actionable insight. Learn how to successfully measure and evaluate customer centricity in an organisation.
Module 9: Activation Plan
The key to the successful implementation of customer centricity across your organisation is to have a prioritised plan of action. Our activation plan will provide you with the framework and steps for achieving true customer centricity.
Individually, the Mini MBA is about ensuring the future success of your business and becoming a leader in your field. Collectively, it is about changing the culture, outlook and mindset of your business to put the customer at the heart of all that you do.
If you are interested in placing your team or organisation through the Mini MBA, get in touch for more information about our corporate training.
