Launching the First Workshop on Building Customer Centric Culture
Customer Focused Excellence is a value that is embedded in the beliefs and behavior of high performing and sustainable organizations. They have institutionalized appropriate systems and practices for transitioning into a customer centric Ogranisation. Over a period , ‘Customer First Approach’ has become an obsession across the value chain for delivering superior experience to the customers.
Aiming to promote enhanced adoption of the customer centric culture across the organizational value chain, CII IQ is pleased to announce the launch of the two day workshop on “”Building Customer Centric Culture
KEY FOCUS AREA
- Changing Customer Space- Needs & Expectations
- Customer Focused Strategy
- Product/service experience to Total Experience
- Progressing from Process Excellence
- Customer Life Cycle
- Leveraging Technology
- Building Blocks for a Customer Centric Culture
- Steps to Develop OrganizaƟon wide Customer Centric Culture
TAKEAWAYS
Participants will understand
- Impact of Value Chain Experience
- Customer Life Cycle
- How Brand plays a role in settng expectations
- Customer expectations in different contexts
- Building blocks of Customer Centric Organization
- Service Orientation
- Measuring and improving the progress
- Continuous improvement steps
WHO SHOULD PARTICIPATE
Senior Leaders from: Marketing, Sales, Service, Product Development, Quality, Strategy, Operations, Supply Chain, HR, Finance, ie., all functions impacting and influencing the Customer Experienc
Contact
Sudha S
+91 9886493998
sudha.s@cii.in
Confederation of Indian Industry - Institute of Quality © 2020
