Course Details

Course overview

Customer centricity is a wide-ranging strategy that requires businesses and non-commercial government entities to focus all their attention and processes around the clients. Such an approach has become inevitable for building a successful model to prosper and shine in today’s modern, competitive and highly dynamic world.

To achieve the objectives and principles of customer centricity, a number of actions must be taken, including adjustments in leadership principles, establishing and following new service standards, and readjusting internal communication flows. On top of this, team training regarding the new vision and approach must be carried out. This Atton Institute course provides all the skills and tools necessary to implement the above changes with the most efficient approach and utilizing the available resources so that you can make your company or government entity truly consumer-centric.

The course covers different topics of customer centricity rules and the key components to bring your professional knowledge to the next level, such as:

• The principles and resources required for a client-in-focus strategy
• The best model to make necessary internal organization changes
• How to increase performance of a commercial or government entity
• Value of consumer feedback to establish a client-centric strategy
• How to measure customer centricity and know how successful you are

Course content

DAY ONE

• Core Rules of Customer-in-Focus approach – understanding needs & wants
• Overview of Client Centricity – reasons why it is so Essential
• Identifying Cultural Changes needed to ensure Buyer-in-Focus strategy
• Designing a Customer-Centric organization to outperform Competition
• Making systematic internal company Changes to achieve Service Perfection
• The crucial role of HR in establishing and managing Consumer-Centric service teams

DAY TWO

• Creating Perfect Fundamentals for Customer-Centric Organisation
• Building Client-Centric standards into a Government entity with a successive approach
• Studying how to leverage a Customer-Centric Strategy to Increase Profitability
• Customer Retention Strategy – tips on improving customer Loyalty and ROI
• Understanding the concept of and Calculating Consumer Lifetime Value
• Best Practices of Customer Centricity for Business and its central characteristics

DAY THREE

• Importance of getting Client Feedback & how to appropriately use It
• Managing and measuring Customer Centricity as a Strategic Management Tool
• Choosing the right Benchmarking methods to evaluate Organizational Improvements
• Developing and implementing the Buyer Centricity Excellence Model
• Best advice and praxis on how to use your Strengths to Avoid Implementation Pitfalls
• Successful implementation of acquired seminar knowledge in the UAE environment

What will you gain

Upon completion of this professional and intensive course, the attendants acquire an overview of the tools and rules of a Customer-Centric Strategy, which empowers them to:

• Know the vital concepts & business drivers of customer centricity
• Get a strategic view through the eyes of existing and potential consumers
• Identify the key client-centric behavior essentials which must be effectively adopted
• Study and define Consumer-Centricity by means of practical examples
• Imprint customer centricity into the core standards of a government body or company
• Identify issues and challenges that deter a company from becoming client-centric
• Increase client satisfaction, loyalty and happiness at minimal cost
• Gain a sustainable competitive advantage via buyer-centric strategy
• Identify customer journeys and touch points between you and your clients
• Possess tools to measure and improve the customer-centric focus of personnel
• Have the expertise to transform the entire business model to be consumer-centric