ABOUT THE COURSE

Customer-centricity is defined as creating a shift from an inward focus on optimization to an outward focus on what matters most to your customers and what will ensure a productive long-term partnership. This daunting shift often requires a change in mindset or structure. Come; learn how we at Kaleidoscope Consulting offer our customers to have successfully created a customer-centric enterprise to drive sales and operational results.

Smart business leaders realize that focusing on ‘the customer’ makes sound business sense in the face of mounting competition and more demanding and savvy customers.  However, even companies who have a reasonably good rapport with their customers still face a gap in achieving this.

Realigning your organization around your customer and not just products, functions or services requires a fundamental overhaul in one’s thinking.  True customer centricity requires a reorientation of values and a shift in thought processes that seeks the happiness of the customer as one of its topmost priorities.

This program explores how customer centricity can offer a proven path to growth and profitability. By examining the strategies and resources needed to create a customer-driven organization, you will return to your company with a blueprint for building capacity and capabilities to drive innovation, profit, and growth in any environment.

This course is designed to help you acknowledge and appreciate customer’s diverse needs. Therefore, this is suitable for Managers, Leaders and Supervisors in customer-facing responsibilities where being customer-centric is the differentiating factor for the business.
2 Consecutive Days
  • The Role of Feedback Management in Becoming Customer Centric
  • Customer Advocacy
  • Becoming Customer-Centric – Finding the voice of the Customer
  • Managing the Enterprise Customer Relationship
  • Avoiding the common pitfalls of Customer Relationship Management
  • Distinguish your business with Excellent Customer Service in the 21st Century
  • Driving continuous improvement efforts
  • Unlocking the Value of Your Customer Satisfaction Surveys

Becoming Customer Centric

  • Understand what it takes to become customer-centric
  • Business and success parameters for customer centricity
  • What is in it for the customer and you as a business?
  • Making an assessment of how customer-centric your business is 
  • Identifying opportunities for culture change 

Curating a Customer-Centric Organisation

  • Understand marketing essentials 
  • Design frameworks to create greater visibility
  • Get deeper insights into customer focus
  • Structure of a framework to build competitive advantage
  • Define and measure progress and success parameters

People Involvement

  • Design organisational structure for easy access to customers 
  • Know the role of employees, partners and customers 
  • Get regular insights into Moments of Truth
  • Know how to evaluate people potential in driving business visibility
  • Leverage Human Resources to build a customer-centric organisation

Customer Insights

  • Design organisational structure for easy access to customers 
  • Know the role of employees, partners and customers 
  • Get regular insights into Moments of Truth
  • Know how to evaluate people potential in driving business visibility
  • Leverage Human Resources to build a customer-centric organisation

Managing Pitfalls

  • Evaluate areas of pitfalls in customer strategy
  • Know how to get leadership and top management buy-in 
  • Get employees to communicate, collaborate and drive customer centricity
  • Drive ownership and accountability to manage any pitfalls
  • Measure standards of performance and expectations from employees
  • PowerPoint will be used to teach concepts and show movie clips
  • Role Plays will be used to enable the trainees to look at situations from various perspectives
  • Games and Group Activities which enhance their understanding of theoretical concepts will be used
  • The training will be centred on experiential learning techniques