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Customer Centricity Training

Putting the customer first in everything you do

An organization is only truly customer centric when the viewpoint of the customer plays a pivotal role in its decisions, processes and expected behaviors. Customer centricity is a personal choice and a company requirement, as organizations understand that every action influences customer experience positively or negatively.

Saying you are customer centric falls short of being customer centric - specific actions must be in evidence, including leadership engagement, organizational communication, and training that is supported and applied in the workforce.

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

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Bringing Customer Centricity to Life

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See

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

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Own

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

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Do

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

Understand You

Understand the impact a customer-centric focus will have on your organization.

  • Discovery phase
  • Focus group discussion
  • Documentation review

Customize Content

Customize our content to meet your specific needs.

  • Relevant language
  • Organizational graphics
  • Company examples

Identify Success

Identify additional considerations required to ensure the expected impact.

  • Sustainability plan
  • Strategic communication plan
  • Executive involvement

Train You

Train your leaders or your team to support the content.

  • Virtual Train
  • Support
  • Facilitator guides

Support You

Support your leaders and your team in the cascade of content.

  • Measure impact
  • Follow-up and retention
  • Leadership development

Resources

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Customer Centricity in Action

Making the customer experience a part of every decision.

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

Think your organization has mastered customer centricity? Take a look at some of these red flags. 

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Download the Guide to Building a Customer Centric Culture
Guide to Building a Customer Centric Culture

Start building a customer centric culture in your organization with this free guide.

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