Day 1:
Foundations of Customer-Centric Management
Understanding the principles of customer-centricity.
Exploring frameworks such as the Service-Dominant Logic (SDL).
Identifying key drivers of customer satisfaction and loyalty.
Case study: Lessons from Amazon’s customer-centric model.
Day 2:
Data-Driven Decision Making
Analyzing customer behavior through data analytics.
Leveraging AI and machine learning for personalized experiences.
Building a customer feedback loop for continuous improvement.
Practical exercise: Creating a customer persona.
Day 3:
Operationalizing Customer-Centric Strategies
Mapping the customer journey to identify pain points.
Aligning cross-functional teams to deliver seamless experiences.
Tools and technologies for enhancing customer interactions.
Group activity: Redesigning a broken customer touchpoint.
Day 4:
Leadership and Cultural Transformation
Leading organizational change toward a customer-focused culture.
Overcoming resistance to change through effective communication.
Ethical considerations in customer-centric practices.
Panel discussion: Real-world challenges and solutions.
Day 5:
Future Trends and Strategic Applications
Emerging trends in customer experience (e.g., AI, sustainability).
Developing a long-term customer-centric roadmap.
Measuring ROI of customer-centric initiatives.
Capstone project: Presenting a customer-centric strategy.
