Building your customer experience capability offers a proven path to customer satisfaction, retention, advocacy and sustained revenue growth.
This half-day workshop will explore the customer experience process and how you can strengthen your own customer culture and influence others within your organisation. It will provide focus on your priorities as well as practical insights, tools and framework necessary to improve customer centricity. It will show you how to measure your progress and increase your team’s performance. There are 8 critical disciplines that businesses need to achieve sustainable success. Each of these will be covered in the workshop. These can be measured in terms of alignment with business objectives and the market, and assessed against risk and opportunities. You require these disciplines in order to create customer advocates and win in the market against competition.
The Customer Culture Imperative
The workshop is based on the award winning book, "The Customer Culture Imperative," which includes examples of best practices by global companies like Virgin, Amazon, Starbucks and Salesforce as well as interviews with some of the most customer centric leaders. It also describes the steps that successful organisations take to create a strong customer culture and superior customer experience.
Market Responsiveness IndexTM
MarketCulture’s award winning employee survey tool will also be used to give participants an understanding of how customer centric their own organisation’s are today.
Course Certification
Every participant will receive a UTS short course certificate upon successful completion of the course.
