Executive Education

Developing a Customer Centric Strategy

Design customer programs that strengthen your organization’s competitive advantage

In today’s hyper-competitive business environment, one way to gain sustainable advantage is to create a customer base that cherishes the value and experience they have interacting with your organization.

This program focuses on developing and leading a customer service strategy and culture. Build customer programs that drive retention and revenue growth, while cultivating customers who become your best advertisements. Create a corporate culture that fosters company-wide commitment to customer service excellence.

Please check back in March 2021 for upcoming offerings of this program. You may also subscribe here to receive email updates about Executive Education programs.

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.”

Ana C. - Marketing Manager, Back in Motion Rehab Inc

Benefits for you

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

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.

Download full program description

Program leader

Robert Murray

Robert is a Partner in a strategy, leadership development and business optimization consultancy firm. A best-selling author, global speaker, customer advocate and transformational leader, he has more than 25 years of international customer service, marketing and sales experience. He has also held senior executive positions with organizations like the Fortune 50 company Vodafone, where he was the Chief Customer Operations Officer.

Upcoming sessions

Please check back in March 2021 for upcoming offerings of this program. You may also subscribe here to receive email updates about Executive Education programs.

Note: participants in this program may qualify for up to $10,000 in funding through the Canada BC Job Grant program. Find out if you qualify.

Contact a learning advisor for more details.
Get in touch

604.822.8400 or 1.800.618.3932
exec.ed@sauder.ubc.ca

Visit our contact page for more information.

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