Developing a Customer Centric Strategy

Senior leaders, directors and executives responsible for developing and leading the organization’s customer serving strategy and execution plan.

• 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.

For financial assistance opportunities, please refer to Financial Assistance, Scholarships and Team Rates .