Customer Centricity Training

Putting the customer first in everything you do

It is no longer a competitive advantage for you to have great customer service. The pace of your business, the competition you face, and the 24/7 feedback available today, require employees to constantly ask, "How do I impact the customer in my role?" The answer to this question defines your customers’ experience – their customer journey. The new competitive advantage lies with employees striving to improve that journey; this goes well beyond customer service.

Learn how to create the best possible customer experience with the Guide to Building a Customer Centric Culture.

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See Own Do

Bringing Customer Centricity to Life


Understand how intentionality in the workplace allows for a more customer-centric environment. Practice seeing your business through the lens of the customer experience.


Take action by analyzing real company scenarios to determine the impact on results, and identify areas of personal responsibility.


Identify where and how every employee can take personal action to impact the customer experience. Mitigate barriers and evaluate enablers, to sustain the momentum of customer centricity.

How We Do It

Here’s how we make sure that you are supported at every stage of this initiative to guarantee your success

Client Discovery

Understand Your World

We learn about your world and tailor the training for you. The program is designed to support your corporate goals around customer centricity, and aligns the organization to the behavior expectations and the desired customer experience.



Make It Relevant To You

We customize content, using company-specific scenarios, language, and examples. We test relevance, create a look and feel just for you, and ensure that the program reflects your business reality.


Create Buy-In

Build Support From The Top

We engage and align leaders by supporting strategic, ongoing communication, facilitating understanding of the desired customer experience, and building conviction to model, coach, and require a customer-centric mindset at all times.



Build Conviction In Leaders and Employees

Through hands-on experiential learning, interactive discussion, and simple yet powerful models and definitions, customer centricity training establishes a shared vision and common language from the top executive to the customer-facing employees. This program is designed to be delivered by your internal leaders, as the success of any culture transformation depends on a commitment to model and drive the vision from the top down.



On The Job

Designed to be delivered over time, the interval between each module includes application activities to reinforce key principles and allow opportunity for practice. Every program component is focused on delivering long-term, measurable behavior change that drives the mindset of customer centricity into your organization.


Measure Results

Monitor Impact Throughout

We work alongside you to design a scorecard of metrics that will create a baseline, and track your progress and results on key indicators, such as customer feedback, customer retention, net promoter score and revenue growth.



Customer Centricity in Action

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SlideShare: 16 Signs That Your Organization Isn't as Customer Centric as You Think

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Guide to Building a Customer Centric Culture

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