Customer centricity: Building & profiting from the customer centric organisation
Does your organization want to build customer loyalty that translates into overall customer lifetime value and increased shareholder value and profits?
As a manager in today's highly competitive world, you need to appreciate that being Customer Centric is a way of doing business with your customer that provides a positive customer experience before and after the sale, in order to drive repeat business, retention, customer loyalty and profits through customer lifetime value. Customer centricity is not just about offering great customer service, it means offering a great experience from the awareness stage, through the purchasing process and finally through the post-purchase process.
It's a strategy that's based on putting your customer first, and at the core of your business.
This programme will help the delegate realise four fundamental practices that can help an organisation increase its revenue generation, profitability and shareholder value manifold. These are:
A belief that without the customer, an organisation cannot succeed in business and unless it sees the world through the customer's eyes. Marketers inside customer-centric organizations understand what customers want, and use customer data to capture customer insights and share this across the organization.
Organisations that are committed to customer centricity focus on what the customer wants and needs, and develop products, services and value offerings around that.
Organisations that are committed to customer centricity focus on building relationships designed to maximize the customer's entire product and service experience.
Customer Centric organisations analyse, plan and implement a carefully formulated customer strategy that focuses on creating and keeping profitable and loyal customers. The longer they are loyal the more the organisation makes.
Highlights of the masterclass:
The business case for customer centricity through measuring CLTV and Customer Equity
Redefining customer relationships and the role of the customer in the organisation
Mapping a customer journey and capturing the voice of the customer
What customer centric organisations do well and defining the customer centric DNA
Benchmarking and measuring service excellence
Launching a service excellence strategy with employee engagement
Using Ritz Carlton Gold standards thinking
Who should attend:
Exco members, Chief Marketing Officers or Marketing Managers, General Management and operations management involved in planning functions who are involved with day to day decisions impacting on customer experience… Participation from sales management, brand/product managers, marketing research managers from other disciplines with marketing responsibilities are also encouraged to attend.
Date: 11 March 2019
Time: 09:00 – 10:00
Venue: Johannesburg Business School Towers (Milpark, Cnr Berry Hertzog and Empire Road)
Please email us at ExecEd@jbs.ac.za for more information