Transform your organisation into a truly customer-first business in just 13 weeks.

In partnership with Martin Newman, our Mini MBA will equip you with the tools and skills needed to create a fully customer centric business.

Designed for business owners and senior management across consumer facing sectors or those who want to fast track their career, this forward-thinking course will take you through the fundamentals of customer centricity. It will enable you to drive customer-led change within your organisation and improve bottom-line profitability.

Martin Newman

Mini MBA in Customer Centricity
£1350 +VAT

Study Options and Start Dates

This course is delivered through two live webinars as well as two live Q&A sessions.

Next start date: 17th September 2024

What’s Included

13 on-demand practical lessons

4 live online sessions with Martin Newman

A digital copy of Martin Newman’s book ‘The Power of Customer Experience’

Podcasts delivered by Martin Newman

A final post-graduate assessment, graded by an expert tutor

What’s Involved

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.

The course costs £1,350 + VAT

We provide payment plans to suit most students.

There are no formal training requirements to join this course. The course is aimed at business owners, senior managers with strategic responsibilities who wish to change and challenge the norm – or those who wish to fast-track their career. You can start the Mini MBA in Customer Centricity at various points throughout the year.

About Martin Newman

Martin Newman, known as The Consumer Champion, is a globally renowned authority in Customer Centricity and Customer Experience. With four decades of experience in the consumer-facing sector, he has revolutionised multichannel operations for brands like Burberry, Ted Baker, Intersport, and Harrods and scaled and sold global ecommerce agency Practicology.

As the Founder of The Customer First Group and Customer Service Action, Martin has shaped the consumer-focused landscape and authored influential books “100 Practical Ways to Improve Customer Experience” and “The Power of Customer Experience”. Martin has served as a trusted advisor and board member for brands such as The Scout Store, The Mayborn Group, In Kind Direct, Wiggle, White Stuff, Afterpay and Marketplacer. His expertise is widely sought after, and he has delivered captivating keynotes for prestigious global events and strategic sessions for top-tier companies like Toyota, Haleon, Specsavers, Pandora, Adobe and Meta.

Martin Newman
Had a great experience learning with OXCOM for my CIM Level 6 Diploma in Professional Marketing. Would recommend to anyone looking to complete this qualification.
Alex T.
Alex T.
I am studying my Diploma in Professional Digital Marketing with Oxford College of Marketing. They have been responsive and informative at all times. The online learning for distance learners is incredibly comprehensive and the support provided by online tutors in live and recorded sessions supported me in achieving high levels of success so far.
Darren B.
Darren B.
Whilst working remotely at home, and in the midst of the pandemic, I was looking for a qualification to further my career development. Heartfelt thanks to all the staff and lecturers for their support. One of my criteria was to complete the whole qualification within 6 months instead of a year. The school were supportive and I've achieved a Distinction overall.
Dan Xuan C.
Dan Xuan C.
I completed my CIM diploma and can honestly say the course was great!Highly recommend!