building a customer centric culture - … · building a customer centric culture a customer-focused...

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BUILDING A CUSTOMER CENTRIC CULTURE A customer-focused culture is a powerful competitive advantage. Innovative companies measure their level of customer centricity and drive a customer experience culture across their organisations from marketing, sales and customer service to product development, operations and the leadership team. How do customers rate your organisation on customer centricity? Reinventing your customer experience offers a proven path to customer satisfaction, retention, advocacy and sustained revenue growth. Our one-day workshop will explore the customer experience process and how business leaders can strengthen their own customer culture and influence other organisational functions. It will provide a roadmap as well as the practical insights, tools and frameworks necessary to improve customer centricity and show you how to measure your progress and increase your team’s performance. Made for: Individuals and small teams who need to enhance customer focus and develop processes to support a customer-centric culture. The program provided extremely valuable tools that enable organisations to identify tangible customer-centric benchmarks and targets.” Jacqui Milson National Customer Engagement Manager Recovre Pty Ltd Business School AGSM Executive Education Open Programs Never Stand Still Available for in-house delivery Unit point towards your CEMD certification 1 This program will earn you one unit points towards the Certificate in Executive and Management Development (CEMD). Sydney, UNSW CBD Campus, 1 Day $1,925 (incl. GST)

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Page 1: BUILDING A CUSTOMER CENTRIC CULTURE - … · BUILDING A CUSTOMER CENTRIC CULTURE A customer-focused culture is a powerful competitive advantage. Innovative companies measure their

BUILDING A CUSTOMER CENTRIC CULTUREA customer-focused culture is a powerful competitive advantage. Innovative companies measure their level of customer centricity and drive a customer experience culture across their organisations from marketing, sales and customer service to product development, operations and the leadership team. How do customers rate your organisation on customer centricity?

Reinventing your customer experience offers a proven path to customer satisfaction, retention, advocacy and sustained revenue growth. Our one-day workshop will explore the customer experience process and how business leaders can strengthen their own customer culture and influence other organisational functions. It will provide a roadmap as well as the practical insights, tools and frameworks necessary to improve customer centricity and show you how to measure your progress and increase your team’s performance.

Made for: Individuals and small teams who need to enhance customer focus and develop processes to support a customer-centric culture.

The program provided extremely valuable tools that enable organisations to identify tangible customer-centric benchmarks and targets.”Jacqui Milson National Customer Engagement ManagerRecovre Pty Ltd

Business School

AGSM Executive Education Open Programs

Never Stand Still

Available for in-house delivery

Unit point towards your CEMD certification1

This program will earn you one unit points towards the Certificate in Executive and Management Development (CEMD).

Sydney, UNSW CBD Campus, 1 Day $1,925 (incl. GST)

Page 2: BUILDING A CUSTOMER CENTRIC CULTURE - … · BUILDING A CUSTOMER CENTRIC CULTURE A customer-focused culture is a powerful competitive advantage. Innovative companies measure their

Themes:This workshop will cover the 7 critical traits that businesses need to achieve sustainable success. These traits can be measured in terms of alignment with business objectives and the market, and assessed against risks and opportunities. You require these traits in order to create customer advocates and win in the market against competitors.

Outcomes: — Strengthen your customer-centric culture and create a better customer

experience within your organisation — Understand how to identify the new competitive dynamics that create high

risks for your business as well as those which create opportunities for profit — Understand how different dimensions of customer centricity apply to your

strategy and how they create a superior customer experience that drives future performance

— Learn how to measure, evaluate and drive your organisation’s level of customer centricity and the customer experience it delivers

— Learn how to build a customer experience culture that delivers better business results

Program Director - Dr. Linden Brown

To find out more +61 2 9385 0330 [email protected] agsm.edu.au/bcc

BUILDING A CUSTOMER CENTRIC CULTURE

7 Cultural Traits of Customer

Centricity

Dr. Linden Brown works with organisations in Australia and North America to help them create and strengthen customer-centric cultures in order to achieve superior customer experience, advocacy and performance. These organisations include Telstra, Westpac, Hewlett-Packard, Konica-Minolta, BlackRock, Ergon Energy and Speedo.

Linden and his Silicon Valley-based team conducted the original research that identified the customer centric disciplines that drive superior customer experience and growth and profitability. He has developed the unique benchmarking tool, known as the MRI, that enables you to benchmark your company’s and team’s level of customer experience culture in a global database.

Dr Linden Brown’s book The Customer Culture Imperative has won Marketing Book of the Year 2015

Competitor Insight

Customer Insight

Competitor Foresight

X-Function Collaboration

Strategic Alignment

Peripheral Vision

Customer Foresight