Course Introduction

• Welcome To The Course!

• Lesson 1: Understanding The Significance Of Customer-Centricity

• Lesson 2: Importance Of Customer-Centricity

• Lesson 3: Benefits Of Customer-Centricity And Examples Of Companies That Are Customer-Centric

 

Module 2

• Lesson 1: Why Is Identifying Customer Needs Important?

• Lesson 2: Ways To Identify Customer Needs

• Lesson 3: How To Meet Customer Needs And Expectations

 

Module 3

• Lesson 1-2: What Is Customer-Centric Vision & How Do You Create A Customer-Centric Vision And Culture In Your Organization

 

Module 4

• Lesson 1-3: What Is Employee Empowerment, Employee Empowerment For Customer-Centricity & Ways To Empower Employees

 

Module 5

• Lesson 1: Gap Model For Customer Service And Satisfaction

• Lesson 2: How To Run A Gap Analysis For Customer Service

• Lesson 3: How To Fill In The Gaps

 

Module 6

• Lesson 1-2: What Is A Customer-Centric Kpi & Why Are Customer-Centric Kpis Important

• Lesson 3: Ways To Measure Customer Centricity

 

Module 7

• Lesson 1: Understanding Customer Feedback

• Lesson 2: Benefit Of Using Customer Feedback For Continuous Improvement