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, enabling you to drive customer-led change within your organisation and improve bottom-line profitability.

Course Price : £1200 +VAT

Next Start Date – TBC

Enquire Now

Mini MBA Course Free Trial

Enquire Now

Course Features

  • 12 on-demand practical lessons

  • Live online sessions with Martin Newman

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

  • Online discussion groups

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

  • Access to a range of reading material and case studies

  • Podcasts delivered by Martin Newman

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. From creating a culture centred around employee empowerment, to the drivers of customer lifetime value, including great customer service, personalised customer experience as well as the internal operating models and policies required; you’ll learn how to drive customer-led change within a business.

CPD Member

Entry Level Requirements

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 throughout the year; June, September and February.

Apply Now

Mini MBA in Customer Centricity

Module Content

Module 1

Employee Engagement

To be customer centric, you must be employee first.

Learn how to create an organisational culture that helps to deliver customer centricity.

Module 2

Social Responsibility

Social Responsibility must be 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 of your channels and touchpoints that meets the needs of your most important segments of customers based on their needs, wants and priorities.

Module 5

Technology as an Enabler

We tend to overestimate the impact of technology in the short-term and under-estimate it’s 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

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 8

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.