- Develop an organization-wide strategy for serving customers across all customer touchpoints
- Identify a clear customer service vision and objectives
- Align your service delivery with the engagement needs of your customer
- Embed your desired customer experience throughout the entire organization—not just in the Sales and Customer Service departments
- Design customer satisfaction metrics that drive change in your service delivery
- Foster a customer-serving culture that keeps people coming back for more
Who is this for?
Senior leaders, directors and executives responsible for developing and leading the organization’s customer serving strategy and execution plan.
“Extremely relevant course for anyone who is strategizing on enhancing customer experience. Well organized and structured, informational, and knowledgeable instructor.”
Benefits for you
Program content
- Assessing the ROI of your organizational culture and its impact on revenue, engagement, customer satisfaction and costs
- Using your organization’s values and culture to determine how to best serve your customers
- Determining the best strategic focal point for your customer serving strategy
- Mapping the customer journey and touchpoints with your organization
- Building your customer serving strategic plan
- Roles and responsibilities of the team executing the customer serving strategy
- Establishing an implementation plan
- Forming a communication approach to engage the team and increase their sense of ownership
- The power of governance in embedding the customer serving strategy in your organization
Special features
This program is very hands-on. You will get practical experience in creating a detailed customer serving strategy that you can begin executing as soon as you return to the office.
Program leader

Robert Murray
Upcoming sessions
Stay tuned for future offerings of this program! Please contact us to notify you when it will be offered again. You may also subscribe to our email list for Executive Education program updates and exclusive event invitations.
For financial assistance opportunities, please refer to Financial Assistance, Scholarships and Team Rates .

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Contact a learning advisor for more details.
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Get in touch
604.822.8400 or 1.800.618.3932
exec.ed@sauder.ubc.caVisit our contact page for more information.
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