Description
Advance your customer-centric skills to drive business success.
This intermediate course builds on foundational principles to deepen your understanding of customer-centric strategies and practices. Through case studies, practical tools, and expert insights, you’ll learn how to enhance customer experience, navigate compliance, and lead with a customer-first mindset. Ideal for those ready to take their impact to the next level, this course prepares you to embed customer-centricity across your organisation for sustainable growth.
Course duration – 25 hours
Course delivery – online
This course is
This course comprises of 5 modules of learning, activities, and Final Assessment
- Module 1: Understanding Customer Centricity in Various Sectors. Introduction to customer centricity Overview of different sectors (retail, online businesses, utilities services, hospitality, airlines, manufacturer to wholesaler) and their unique challenges
- Module 2: Translating Case Studies into Practice. Strategies for replicating customer-centric practices within diverse organizational contexts. Defining the purpose and objectives of customer-centric initiatives. Building diverse and empowered teams conducive to customer-centricity. Establishing enabling processes and continuous improvement mechanisms. Implementing a problem-solving framework to address customer feedback and complaints effectively
- Module 3: Adapting Customer-Centricity to Different Global Contexts. Examining customer-centric practices in global contexts such as retail service in Japan and hospitality in Singapore. Understanding the significance of cultural nuances and national economies in shaping customer experiences. Case studies highlighting successful implementations of customer-centric strategies in diverse cultural and economic environments. Identifying commonalities and differences in customer-centric approaches across various global contexts
- Module 4: Implementing Customer-Centricity in Learner’s Context. Assessing the learner’s organizational context and readiness for implementing customer-centric practices. Developing a tailored plan for building customer-centric capabilities within the learner’s team or organization
- Module 5: Case Study Workshop and Capstone Project. Applying knowledge and skills acquired throughout the course to analyse and dissect real-world case studies. Collaborative workshop sessions to brainstorm and develop solutions for implementing customer-centric practices in challenging scenarios. Designing a comprehensive capstone project to demonstrate mastery of customer-centric principles and implementation strategies
This course is suited to emerging leaders and mid-level managers/functional leaders who practice self-leadership can go straight into the Evolve series of courses or can choose to start with an Ignite course that will provide the base to move into the corresponding next level Evolve course. For instance, Personal Accountability (Ignite series) lays the foundation to progress to Accountability as a Leader (Evolve series).
The Evolve series of courses will help you leverage your strengths to move into critically evaluating the environment you are in and develop strategies to create optimum conditions for strong team performance to not only exist but thrive. You will learn to truly empower others and build individual and team accountability to achieve the results you want to. The Evolve courses focus on giving you the knowledge and skills to effectively lead others, influencing teams to move together cohesively to achieve joint results.
