Mini MBA in Customer Centricity

 Transform your organisation into a truly customer-first business

 

Why choose this training?

The Mini MBA In Customer Centricity will provide you with a framework to create truly customer first business and to reap the commercial benefits of doing so. From creating a culture centred around employee empowerment, to the drivers of customer lifetime value, including great customer service, personalised customer experience as well as the internal operating models and policies required you’ll learn how to drive customer-led change within a business.

Individually the Mini MBA is about ensuring the future success of your business and becoming a leader in your field. Collectively it is about changing the culture, outlook and mindset of your business to put the customer at the heart of all that you do.

Who should attend?

Designed for business owners and senior management across consumer facing sectors or those who want to fast track their career, this forward-thinking course will take you through the fundamentals of customer centricity, enabling you to drive customer-led change within your organisation and improve bottom-line profitability.

Entry Level Requirements

The course is aimed at business owners, senior managers with strategic responsibilities who wish to change and challenge the norm – or those who wish to fast-track their career. You can start the Mini MBA in Customer Centricity at various points throughout the year.

 

About Martin Newman 

One of the world’s leading authorities on customer centricity, Martin is a force for positive change for both consumers and brands.

He is a leading authority on customer experience and customer centricity helping consumer facing businesses and brands to future proof their businesses by putting the customer at the heart of all they do.

Known as the Consumer Champion and founder of Customer Service Action, and The Customer First Group. Martin has been working in the consumer-facing sector for 40 years, founding and chairing e-commerce consultancy Practicology, and heading up multichannel operations for brands such as Burberry, Ted Baker and Harrods.

Martin regularly appears on BBC, Sky News, Channel 5 and other media outlets to talk about consumer behaviour, customer service and related business issues across retail, consumer goods, hospitality and other consumer sectors.

A passionate speaker, presenter, and author of the award-nominated 100 Practical Ways to Improve Customer Experience, and The Power of Customer Experience, Martin offers practical and humorous advice on the challenges facing modern customer-facing businesses and how they need to transform their end-to-end customer experience in the face of a changing market.

Module 1

Employee Engagement

To be customer centric, you must be employee first.

Learn how to create an organisational culture that helps to deliver customer centricity.

Module 2

Social Responsibility

Social Responsibility must be more than a tick box exercise. Learn how to develop social responsibility policies that prove to customers and employees you’re taking it seriously.

 Module 3

Diversity and Inclusion (inside and outside the organisation)

The more diverse and inclusive your business is the more successful you’ll be.

Assess gaps in diversity and inclusion within an organisation and plan for the future.

Module 4

Customer Experience

Learn how to create a customer experience across all of your channels and touchpoints that meets the needs of your most important segments of customers based on their needs, wants and priorities.

Module 5

Technology as an Enabler

We tend to overestimate the impact of technology in the short-term and under-estimate it’s impact in the longer-term. Learn how to prioritise and evaluate the technology solutions required to deliver the experience your customers expect.

Module 6

Channel Strategy

To be successful, you need more than an omni-channel strategy.

You need to develop a customer-centric channel strategy based on the needs of your most important customer cohorts.

Module 7

Customer-Centric Marketing

Understand the opportunity to drive up profitability by moving from push to pull communications and how personalisation can help turn customers into fans.

Module 8

Organisation Structure and Skills

To ensure customers receive consistent experiences through all channels and touchpoints, you need to define an operating model to deliver customer centricity within the organisation.

Module 9

Measuring What Really Matters

Cut through the noise about big data to get to actionable insight.

Learn how to successfully measure and evaluate customer centricity in an organisation.

Module 10

Activation Plan

The key to the successful implementation of customer centricity across your organisation is to have a prioritised plan of action.

Our activation plan will provide you with the framework and steps for achieving true customer centricity.

This course is delivered through two live webinars as well as two live Q&A sessions.

Next start date: September 17th 2024.

Secure your free seat by registering at this link. 

£1350 +VAT

Key Steps

Alături de partenerii de la Oxford College of Marketing am dezvoltat un model de training de marketing unic, cu suport online, individual şi cursuri deschise, care asigură studiu teoretic sistematic, aplicare practică şi un procent de 90% de cursanţi care finalizează cursurile, spre deosebire de alte cursuri de marketing sau certificare.

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Institutul de Marketing

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What do the students say?

The course gives you the tools to implement change in your organisation and even the smallest change can make the biggest difference.

Karyn Milligan, Head of Customer Experience, Schuh
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