Leadership Insights on Leading a Customer-Centric Culture

Everyone
  • 7 videos | 22m 25s
  • Earns a Badge
Rating 4.6 of 509 users Rating 4.6 of 509 users (509)
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.

WHAT YOU WILL LEARN

  • Acquire insights on understanding different customers, their individual wants, needs, and profitability to the company.
    Acquire insights on exceptional operations management which may involve setting some new standards to ensure that the focus stays on the customer and their needs.
    Acquire insights on how different companies focus on delighting customers by providing good customer-service and building a relationship of mutual trust and loyalty.
    Acquire insights on how to make your company customer-driven which includes not only understanding what a customer is trying to do, but also the full perspective of the customer’s process including why they do what they do.
  • Acquire insights on how to communicate your intentions in a way that inspires loyalty.
    Acquire insights on how to ensure that you are making the intended impression on others to get the desired outcome and their unconditional loyalty.
    Acquire insights on how to make your company truly customer-centric.

IN THIS COURSE

  • 3m 9s
    Customers vary in their individual wants, needs, and profitability to the company. FREE ACCESS
  • 4m 34s
    In this video Virginia Barnes talks about an operations manager who sets a new standard for operations and project management. FREE ACCESS
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    3.  Customer Service is an Ongoing Relationship
    3m 56s
    Companies like Harley-Davidson, Zappos, Running Room, Uber, and Apple offer several ways to access customer service. They don’t use scripts, but empower customer reps to make decisions and surprise and delight customers. Sarah Robinson gives examples. FREE ACCESS
  • Locked
    4.  Being A Customer-Driven Organization
    1m 40s
    A customer-driven organization understands not only what a customer is trying to do, but also the full perspective of the customer’s process, including why. FREE ACCESS
  • Locked
    5.  Warmth Drives Behavior and Loyalty
    4m 19s
    To demonstrate that your intentions are worthy of others' loyalty, apply the principle of worthy intentions. FREE ACCESS
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    6.  Eliminate Loyalty Blind Spots to Improve Performance
    2m 24s
    What impression do your words and actions convey? If you don't know, you could be unwittingly driving away employees and customers. FREE ACCESS
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    7.  Customer Centricity and Focus
    2m 23s
    Every company says it is customer-focused or customer-centric, but the proof is in the pudding. FREE ACCESS

EARN A DIGITAL BADGE WHEN YOU COMPLETE THIS COURSE

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