Customer First Leadership
- 11 Courses | 8h 21m 53s
- 28 Books | 10h 45m
- 4 Audiobooks | 13h 16m 21s
Customer satisfaction is crucial to business success. Learn how to lead with customers at the forefront of the business.
COURSES INCLUDED
Welcome to the Skillsoft Leadership Development Program
Whether you are an aspiring, new, or experienced leader who leads people or projects, we've designed this curriculum to meet you where you are in your own leadership journey.
1 video |
4m
Badge
Leading a Customer-centric Culture
In business, the customer is all. A customer-centric culture is an imperative, but many leaders are unsure how to begin instilling one. In this course, you'll learn how to design and implement a culture centered on your customers.
7 videos |
50m
Assessment
Badge
PMI PDU
Leadership Insights on Leading a Customer-Centric Culture
Leaders of customer-centric cultures are committed to customers in every way. They identify unique wants and needs, understand customer processes, and exhibit worthy intentions. Every day, they put the customer first, and you should, too.
7 videos |
22m
Badge
MIT SMR: How to Speak to Customers to Build Trust
Customers are more likely to trust your company if you speak to them in certain ways. Not only is consumer confidence and trust rather low these days, but we're also serving customers in a new, distanced way. The usual reliance on facial expressions and body language to make a connection with a customer and build trust is often no longer available. And given the generalized anxiety that comes with a global pandemic, feelings of trust can be especially hard to come by these days.
1 video |
58m
MIT SMR: Customer Experience Considerations for Tech Leaders
Tech leaders should consider data privacy and security issues while also maximizing customer experience. Tech leaders must make sure the infrastructure they build enables excellent customer experiences, especially when it comes to self-service. In today's post-COVID-19 environment, what considerations have changed? Please join our panel presentation and discussion, as speakers explain how leaders should approach the investments that both enable and enhance customer service through digital self-service experiences. The optimal strategy combines sound infrastructure with emerging technologies that work together for peak customer experience.
1 video |
58m
MIT SMR: Using Neuroscience to Create Great Customer Experiences
In his recent MIT SMR article, "The Neuroscience of Customer Experience," author Paul J. Zak shows how pairing neurological insights with design thinking can help companies innovate with greater precision and consistency. In this webinar, you will learn: • Why attention and emotions are the keys to creating immersive experiences. • The six components of extraordinary experiences, and how they work together. • Why focus groups and customer surveys may be a waste of time. • How to augment design thinking principles with neuroscience so that you too can create great experiences.
1 video |
58m
MIT SMR: Rethinking Customer Expectations for 2022 and Beyond
After two years of uncertainty and rapid change, managers must rethink fundamental assumptions about how they do business - and especially about how they serve their customers. What has changed in what customers want? And what does that mean for the way you design customer experience? In this webinar, MIT Sloan School senior lecturer George Westerman, author of "Developing Strategy for New Customer Expectations," will look at ways companies and managers can rethink standard practices around customer experience and create strategies for effective decision-making in the post-pandemic era. He'll share new research-driven insights on: The five assumptions companies often make about what customers want. The key questions to consider to evolve your leadership mindset for customers. Examples from companies that have transformed their approach to operations and customer experience. How companies can combine physical, virtual, and hybrid approaches for the future.
1 video |
58m
MIT SMR: Use Data to Transform How You Deliver CX
Providing a stellar customer experience (CX) is critical for competitive advantage in virtually every industry today. In this free webinar, Mark Englehart Evans of DBS Bank, Jonathan Moran of SAS, and Sri Narasimhan of CVS Health share strategies for delivering experiences that earn new business and build loyalty, including real-world examples. In this webinar, you'll learn: How digital transformation impacts CX. How real-time analytics support groundbreaking experiences. Why empowered employees are essential for providing top-quality CX. Why it's important to ensure that customers have a "voice" in operations. What to keep in mind about trust, privacy, compliance, and other issues.
1 video |
58m
MIT SMR: Bringing Customers Along on the Digital Journey
Successful digital transformation demands that legacy companies evolve their traditional value chains to create new data-fueled value propositions for their customers. Leaders must rethink their priorities and develop new marketing, business, and revenue- and profit-generation models. In his new book The Future of Competitive Strategy: Unleashing the Power of Data and Digital Ecosystems, Mohan Subramaniam explains how businesses must transform existing customers into digital customers, whose interactions generate streams of data that can be used to create fresh revenue and expand the scope of product and service businesses.
1 video |
57m
MIT SMR: A New Way to Manage Customer Portfolios for Maximum Value
Many leaders understand that it's important to create closer, more valuable relationships with customers. But if they aren't actively managing their portfolios of weaker and stronger relationships, they're missing big opportunities, according to Fred Selnes and Michael D. Johnson. In their latest research, Selnes and Johnson demonstrate why the heavy emphasis on customer lifetime value (CLV) needs to evolve into a more balanced consideration of customer portfolio lifetime value (CPLV). They show how better-informed decisions about managing an entire portfolio of customer relationships can lead to lower costs and increased revenue.
1 video |
1h
The Neuroscience of Customer Experience, powered by MIT SMR
While the variety of extraordinary experiences is wide, they do have a common objective: building brand attachment and customer loyalty. A single bad experience can drive away customers for life, but one that is fantastic creates a desire to buy again. This course helps you to understand the key components of immersion, and how applying insights from neuroscience to design thinking can help companies create extraordinary customer experiences.
3 videos |
13m
Assessment
Badge
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EARN A DIGITAL BADGE WHEN YOU COMPLETE THESE COURSES
Skillsoft is providing you the opportunity to earn a digital badge upon successful completion on some of our courses, which can be shared on any social network or business platform.
Digital badges are yours to keep, forever.BOOKS INCLUDED
Book
MIT Sloan Management Review Article on Leading a Customer Centric CultureIn this collection of articles from MIT Sloan Management Review, you'll learn how to best serve your customer base and the kinds of corporate culture you should encourage to sustain long-term clientele.
56m
By MIT Sloan Management Review
Book
MIT Sloan Management Review Article on Does Your C-Suite Have Enough Digital Smarts?This article from MIT Sloan Management Review discusses how executive teams that understand how to wield the power of digital technologies are rare, but they deliver huge premiums in corporate growth and valuation.
9m
By Aman M. Shah, Peter Weill, Stephanie L. Woerner
Book
MIT Sloan Management Review Article on Why Personalization Matters for Consumer PrivacyThis article from MIT Sloan Management Review shows that personalized benefits can help address consumer data privacy concerns.
3m
By Gadi BenMark, Julien Boudet, Phyllis Rothschild
Book
MIT Sloan Management Review Article on Make Your Communication Technology Work for CustomersThis article from MIT Sloan Management Review reveals why fractured communication channels can make or break customer experience.
2m
By Tomas Gorny
Book
MIT Sloan Management Review Article on Customer Centricity in the Digital AgeThis article from MIT Sloan Management Review discusses how AI is helping retailers customize their offerings, create personalized experiences, and make shopping more convenient.
3m
By Sharmila C. Chatterjee, Zoran Latinovic
Book
MIT Sloan Management Review Article on Why Customer Experience Is Key for Loyalty ProgramsThis article from MIT Sloan Management Review talks about how research shows that monetary rewards are not the only driver for customer loyalty programs and that increasing experiential rewards provides greater long-term benefits.
5m
By Jamie Wilkie, Jess Huang, Phyllis Rothschild
Book
MIT Sloan Management Review Article on Speaking to Customers in Uncertain TimesThis article from MIT Sloan Management Review explains why businesses must figure out how to cultivate consumer trust and confidence during uncertain times.
4m
By Brent McFerran, Grant Packard, Sarah G. Moore
Book
MIT Sloan Management Review Article on How Should Companies Talk to Customers Online?This article from MIT Sloan Management Review reveals that the words service agents use to engage customers often end up backfiring.
6m
By Brent McFerran, Grant Packard, Sarah G. Moore
Book
MIT Sloan Management Review Article on Why Customer Experience Matters for B2BThis article from MIT Sloan Management Review reveals that better omnichannel experiences mean more sales on consumer sites, but this logic is often neglected when it comes to B2B.
6m
By Alanna Klassen Jamjoum, Conrad Heider, Suketu Gandhi
Book
MIT Sloan Management Review Article on Customer Relationships Evolve - So Must Your CRM StrategyThis article from MIT Sloan Management Review reveals that a new way of classifying business relationships can boost long-term profitability.
6m
By George F. Watson IV, Jonathan Z. Zhang, Robert W. Palmatier
Book
MIT Sloan Management Review Article on How Customer Obsession Creates Accountability for ChangeThis article from MIT Sloan Management Review looks at look at several organizations that are at the forefront of linking change efforts to customer experience.
5m
By Charlene Li
Book
MIT Sloan Management Review Article on Prepare to Protect Your Customers' VoicesThis article from MIT Sloan Management Review discusses how digital assistants are always listening, creating a significant security risk as the threat of voice-based cybercrime grows.
4m
By Gokhanedge Ozturk, Paul Meerts
Book
MIT Sloan Management Review Article on The Experience DisruptersThis article from MIT Sloan Management Review reveals that to compete in 2020, it's not good enough to have a disruptive product. Your customer experience also needs to shine.
11m
By Brian Halligan
Book
MIT Sloan Management Review Article on You Can't Afford to Please EveryoneThis article from MIT Sloan Management Review provides an interview with Amy R. Ward who says that by applying the tools of probability, smart businesses can serve the right customers in the right ways.
6m
By Frieda Klotz
Book
MIT Sloan Management Review Article on Four Challenges to Overcome for AI-Driven Customer ExperienceThis article from MIT Sloan Management Review discusses the four hurdles a company must overcome in order to launch a successful virtual agent project for your organization's customer service capability.
5m
By Josh Bernoff, P.V. Kannan
Book
MIT Sloan Management Review Article on Serving Digital CustomersThis collection of articles from MIT Sloan Management Review will show you how to find the sweet spot between what digital technologies can deliver and what customers need.
27m
By MIT Sloan Management Review
Book
MIT Sloan Management Review Article on #MITSMRChat: Rethink Your KPIs and Target Your Customers More EffectivelyThis article from MIT Sloan Management Review is to discuss how next-generation measurement can drive change in your organization.
1m
By Allison Ryder
Book
MIT Sloan Management Review Article on To Cut Costs, Know Your CustomerThis article from MIT Sloan Management Review discusses why cost-trimming initiatives at B2B companies should be guided by an understanding of what customers truly value.
4m
By Roger Best, Shrihari Sridhar, Vikas Mittal
Book
MIT Sloan Management Review Article on Selling Solutions Isn't EnoughThis article from MIT Sloan Management Review B2B companies need to focus on helping each customer achieve better outcomes.
10m
By Hannah Grove, Jonathan Knowles, Kevin Sellers, Richard Ettenson
Book
MIT Sloan Management Review Article on The Magic That Makes Customer Experiences StickThis article from MIT Sloan Management Review reveals that the most memorable customer experiences are suffused with emotion - not extra features or value for money.
15m
By Stefan Thomke
Book
MIT Sloan Management Review Article on A More Profitable Approach to Product ReturnsThis article from MIT Sloan Management Review explains transaction patterns and tailoring return policies accordingly, companies can prevent a major drain on profits while increasing engagement with loyal customers.
8m
By James Abbey, Michael Ketzenberg, Richard Metters
Book
MIT Sloan Management Review Article on Avoiding the Pitfalls of Customer ParticipationThis article from MIT Sloan Management Review reveals that when front-line employees feel torn between representing the customer and what they believe is reasonable, they need to know the company has their back.
6m
By Andreas B. Eisingerich, Hae-Kyung Shin, Omar Merlo, Robert A. Britton
Book
MIT Sloan Management Review Article on The Cost of ConfidenceThis article from MIT Sloan Management Review reveals that as companies work to prepare for what happens after the pandemic crisis eases, rebuilding confidence has become a business imperative, paving the way for a confidence economy.
5m
By Brian Whipple, Mark Curtis
Book
MIT Sloan Management Review Article on Competing on Customer OutcomesIn this article from MIT Sloan Management Review, learn how three revenue models -- access, consumption, and performance -- can help companies capitalize on customer satisfaction.
16m
By Marco Bertini, Oded Koenigsberg
Book
Breaking Through: Implementing Disruptive Customer Centricity, 2nd EditionGuiding readers systematically through the ten breakthrough points of implementation, this book explains how to execute a transformation to customer centricity, so that a company can engage continuously with its customers, making them allies and advocates with all the rewards that it brings.
5h 1m
By Sandra Vandermerwe
Book
Using Information to Develop a Culture of Customer Centricity: Customer Centricity, Analytics, and Information UtilizationProviding a firm grounding in laying out a strategy for customer centricity, this book offers an overview of what customer centricity is and why it can add value, and how to properly plan to consider the need, set expectations, align the right people in the organization, and map out a strategy.
1h 36m
By Abie Reifer, David Loshin
Book
Building Customer Loyalty: Making Customer-focused DecisionsThe My Practical MBA Series provides the latest thinking as well as perennial techniques for a range of business challenges. This book discusses fast, flexible, tailored, cost-effective solutions that deliver customer value and meet customer needs in a highly-competitive environment.
19m
By LID Editorial
Book
MIT Sloan Management Review Article on Do Consumers See Your Business as a Force for Good?A national survey finds that most consumers think businesses can - and should - prioritize environmental sustainability alongside profitability.
6m
By Cynthia E. Clark
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AUDIOBOOKS INCLUDED
AUDIOBOOK SUMMARY
Customer Innovation: Customer-Centric Strategy for Enduring GrowthCustomer Innovation by Marion Debruyne is a guide on increasing the longevity of companies through customer-centric strategies. In this Summary, we discuss the salient points of the book based on our interpretation of its contents.
18m 1s
By Marion Debruyne
AUDIOBOOK SUMMARY
Customer Centricity: Focus on the Right Customers for Strategic AdvantageIn Customer Centricity, author Peter Fader explores five key components of customer centricity to help you connect with your customers and generate greater profits. In this Review, we discuss the salient points of the book based on our interpretation of its contents.
13m 31s
By Peter Fader
Audiobook
Can't Buy Me Like: How Authentic Customer Connections Drive Superior ResultsThis audio edition introduces us to the "Relationship Era," where the only path for businesses seeking long-term success is to create authentic customer relationships.
6h 28m 5s
By Bob Garfield, Doug Levy
Audiobook
Customer CEO: How to Profit from the Power of Your CustomersThis audio edition confronts the new market reality that customers choose which companies to do business with completely on their own terms.
6h 16m 44s
By Chuck Wall
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SKILL BENCHMARKS INCLUDED
Leading the Business
Becoming a successful business leader means more than just directing and motivating your people. It also requires understanding the business you're in and making sure that you're making decisions that will help your company meet its goals. In this Leading the Business Unit Benchmark, you'll be able to make a frank assessment of your current skills in strategic planning and execution, identifying your strengths and recognizing areas of weaknesses that will benefit from further learning and growth. This benchmark evaluates your understanding of this topic. Being aware of potential knowledge gaps allows you to better understand your current competency and areas for improvement, so you can find suitable content and curate your own learning path. The courses recommended at the end of this benchmark can help you fill potential gaps in your knowledge.
7m
| 7 questions