Creating a Customer Centric Service Experience by MDIS

Our economy is a customer-driven economy. Things are happening faster than they ever have before. Customers have a wealth of information at their fingertips and they are using it to share their experiences, whether good or bad. Social media is indeed creating a frenzy of instant feedback. Are organisations listening to their customers? Are organisations aligning their products and services to the customers’ needs?

“Customer Centricity is a strategy that aligns a company’s development and delivery of its products and services with the current and future needs of its most valuable customers in order to maximise their long-term financial value to the organisation.” Peter Fader, Professor of Marketing, Wharton University.

Upon completion of this workshop, participants will be able to;

• Know the importance of being Customer Centric in their interactions with customers
• Have a heightened awareness of the needs, wants and demands of the today’s customers
• Experience the customer journey
• Identify the customer touch points with the organisation
• Put the customer at the centre of what we do
• Link customer centricity to the organisation’s vision, mission and values
• Identify the benefits of offering the good customer experience
• Know the  success factors of excellent customer experience
• Deliver great service experiences with the CX Framework
• Know the challenges of delivering customer-centric service experiences
• Manage customer feedback