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 Customer Centric Culture
Steps to Develop Organization Wide Customer Centric Culture

TAKEAWAYS

Participants will understand

Impact of Value Chain Experience
Customer Life Cycle
How Brand plays a role in setting expectations
Customer expectations in different contexts
Building blocks of Customer Centric Organization
Service Orientation
Measuring and improving progress
Continuous improvement steps

WHO SHOULD PARTICIPATE

Senior Leaders from: Marketing, Sales, Service, Product Development, Quality, Strategy, Operations, Supply Chain, HR, Finance and all functions impacting customer experience.

Contact

Vijay Krishnan

Vijay.k@cii.in