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 – 17th January 2022

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Mini MBA Course Free Trial

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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.

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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.

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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.

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.

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About Martin Newman

Known at the Consumer Champion and founder of Customer Service Action, and The Customer First Group, Martin is a force for positive change for both consumers and brands.

Martin has been working in the consumer-facing sector for 38 years, founding and chairing e-commerce consultancy Practicology, and heading up multichannel operations for brands such as Burberry, Ted Baker and Harrods. Martin is known globally as a champion of customer experience, and being at the heart of end-to-end customer-centric transformation in the industry.

Martin regularly appears on BBC, Sky News, Channel 5 and other media outlets to talk about consumer behaviour, customer service and related business issues across retail, consumer goods, hospitality and other consumer sectors.

A passionate speaker, presenter, and author of the award-nominated 100 Practical Ways to Improve Customer Experience, and The Power of Customer Experience, Martin offers practical and humorous advice on the challenges facing modern customer-facing businesses and how they need to transform their end-to-end customer experience in the face of a changing market.