Executive Development Programme in Building a Customer-Driven Business
-- ViewingNowThe Executive Development Programme in Building a Customer-Driven Business is a certificate course designed to empower professionals with the skills to prioritize customer needs and build customer-centric organizations. In today's competitive business landscape, understanding customer behavior and meeting their expectations is crucial for success.
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⢠Understanding Customers: This unit will cover the importance of knowing and understanding the customer, including customer needs, wants, and pain points. It will also delve into customer segmentation, targeting, and positioning.
⢠Customer Experience Design: This unit will focus on creating a seamless and enjoyable customer experience, from initial contact to post-purchase follow-up. It will cover topics such as user experience (UX) design, customer journey mapping, and service blueprinting.
⢠Customer-Centric Culture: This unit will explore the importance of a customer-centric culture within an organization, including the role of leadership, employee engagement, and internal communication.
⢠Voice of the Customer (VoC) Programs: This unit will cover the various methods of collecting customer feedback, such as surveys, focus groups, and social media monitoring. It will also discuss how to analyze and act on this feedback to improve the customer experience.
⢠Customer Analytics: This unit will delve into the various types of customer data and analytics, including demographic data, behavioral data, and predictive analytics. It will also cover how to use this data to make informed decisions about customer-facing strategies and tactics.
⢠Customer Loyalty and Retention: This unit will focus on building and maintaining customer loyalty, including the role of customer relationship management (CRM) systems, customer loyalty programs, and customer service.
⢠Customer-Driven Innovation: This unit will explore how to use customer insights to drive innovation, including the use of design thinking, prototyping, and iterative development.
⢠Building a Customer-Centric Organization: This unit will cover the steps involved in transforming an organization to be more customer-centric, including the role of change management, organizational design, and performance measurement.
⢠Metrics and Measurement: This unit will discuss the various metrics used to measure customer-centricity, such as Net Promoter Score (NPS), customer satisfaction (CSAT), and customer effort score (CES). It will also cover how to use these metrics to track progress and identify areas for improvement.
Note: These units can be adjusted or rearr
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