Customer Centricity – Business seminar for specialists and executives who want to get familiar with the topic

Especially in mature markets, for companies and organizations it is becoming increasingly difficult to differentiate from competitors only with products or services. At the same time, the specific design of customer relationships and customer experience is a growing factor for success.

With a customer-centric approach, companies consistently focus on customer relationships from R&D to after-sales. Individual customer wishes, expectations and needs are the center of entrepreneurial activity.

Customers are not only the focus of sales and marketing employees, but everyone in the organization is working on the creation of a unique and tailored shopping experience. The overall objective is a long-term, loyal and profitable relationship with the client.

In our training, we will show you how to implement a customer-centric mindset in your company. You will learn basic methods that support the design of a positive customer experience:

• Understanding customer centricity as a holistic strategic approach
• Anchoring customer focus in corporate culture
• Designing customer experience
  • Use personas and user stories for a better understanding of customers
  • Make customer journey and touchpoints transparent
  • Create a unique customer experience and wow moments
• Identify and manage the challenges of customer centricity transformation

Benefit:

• Understand the central importance of individual customer needs for the company’s success
• Learn about approaches with which a customer-centric mindset can be established in the company
• Become familiar with tools and methods that lead to a better understanding of customers and thus create a positive shopping experience

Methods:

• Virtual input
• Group work
• Group discussions

Notes on Time:

• As a virtual workshop: 9 am – 12 pm and 2 pm – 5 pm
• As in-house measure: 9 a.m. – 5 p.m. incl. lunch and coffee break

Number of participants: 3 to max. 10

You can book the training as an in-house measure or as a virtual training. If more than two people are interested, we can also schedule an open training according to your wishes. Ask about the possibilities under the registration below.

Training languages: English, German, Portuguese and Spanish.