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Keep shoppingUnderstanding Customer Centricity for Business Success
68 students
Understanding Customer Centricity for Business Success
Human Centered Design, Customer Experience (Cx), Strategy, Data, Culture, Implementation, best practices
Created byCarlo A DeMaio
Last updated 11/2023
English
What you'll learn
- Understand how Customer Experience and Employee Experience impact a customer centric culture and strategy.
- Use customer centric ideology to analyze a current business and apply Human Centric concepts to the business.
- Evaluate how data impacts customer centricity and understand the different kinds of data that should be looked at.
- Remember core Customer Centricity concepts and how they can be applied in any business.
- Create a solid understanding of customer centricity, how it can impact your business, why your business needs to consider it.
- Evaluate why your business needs to consider customer centricity and how you can explain it and its benefits clearly across your organization.
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Course content
7 sections • 27 lectures • 1h 7m total length
Requirements
- This course is designed to help any learner understand or reinforce customer centricity ideology and concepts and how to use them in your business.
- This course will explore and assist you with establishing a plan to implement a customer centric culture in your business.
- To be successful in this course, you'll need basic business knowledge - but don't worry, even small business owners or entry level learners will learn how to positively impact a business through customer centricity.
Description
Some business leaders may believe that Customer Centricity is simply Customer Service, some even refer to customer service as customer experience. And, what about Customer Success Managers, are they being customer centric? In this course, Customer Centricity will be explained, describing how it should permeate an entire business, across all operations and functions, not just problem solving a current customer relationship (the very definition of customer service or customer success). You'll better understand how customer centricity will lead to better and more informed decisions.
You will also understand how putting the customer at the center of a business can drive better customer engagement leading to higher NPS scores, higher star ratings, better written reviews and a better employee experience.
And, you will understand it's definition and how to lead others to a unified definition of how customer centricity can benefit your organization. We will cover some additional topics related to tools to assist in planning activities, using data for success and the overall customer experience.
This course is not magic and doesn't give you a magic wand that solves all your problems; it does give you a basis for formulating new ways of looking at existing problems, planning to avoid future problems, exposing cultural barriers and tying it all to together.
Who this course is for:
- This course is foundational, leading learners to a solid understanding of customer centricity, how it can impact your business, why your business needs to consider it and how you can explain it and its benefits clearly across your organization.
- This is a persona who will benefit from this course: Yvonne owns a small retail store that caters to woman who want unique clothes. She designs and manufactures her own line of apparel but also sells other brands. She operates a simple website in conjunction with her store. Her website is simple and doesn't offer trendy features like virtual dressing rooms or try on at home features. Yvonne needs to understand how she can tie together her customer experiences across her retail outlet, online presence and custom design clients to establish a reputation that transcends "just shopping". Yvonne can benefit from customer centricity by looking at her three lines of business and tying operations and together at the points where the customer experience merges. Any level of business that wants to improve business by using a different lens than traditional thinking.
- This is a persona who will benefit from this course: Liam is mid-level product manager in a large corporation. He wants to understand how his project ties to the other functions across the company and how to leverage his data and skills to positively impact other parts of the organization. He thinks he has a customer centric view, but also knows that sometimes the day-to-day pressure to deliver may cloud his judgement. Liam can benefit from customer centricity by establishing a clear path of thinking to track good, better, best against customer perception.
- This is a persona who will benefit from this course: Beth has been working at a medium sized not-for-profit organization for about 15 years now. She loves her job and is devoted to her cause. She is fortunate that her company focuses on employee training and education and often sponsors lunch-and-learns with guest speakers. At a recent event she heard a business woman talking about bringing more business practices into not-for-profits to leverage business benefits to help more people. Beth wants to learn more about how customer centricity, from a business perspective, can bring new ideas to her organization, combining the focus on the cause aligned to business benefits.