Customer Centricity: Why Customer Service Is Not Enough

In this course, Despina Karatzias from Institute of Excellence shares why your business needs to make the shift from being product and service-centric to shifting to a real and meaningful customer-centric business.

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Course curriculum

1

Welcome to Customer Centricity - Why Customer Service is Not Going to Be Enough
- Welcome to Customer Centricity - Why Customer Service is Not Going to Be Enough FREE PREVIEW
- Course Introduction
- Introduction to Your Trainer - Despina Karatzias
2

Lesson 1: Your Customer Centricity
- Lesson 1: Your Customer Centricity
- Lesson 1.1: Getting Real about Customer-Centricity
- Lesson 1.2: Why the 4Ps Are Over
- Lesson 1: Activity and Recap
3

Lesson 2: Staging Customer Centricity
- Lesson 2: Staging Customer Centricity
- Lesson 2.1: Intentional vs Random Customer Experience Delivery
- Lesson 2.2: Qualitative Measures
- Lesson 2.3: Services vs Experiences Mindset
- Lesson 2: Activity and Recap
4

Lesson 3: Planning Customer Centricity
- Lesson 3: Planning Customer Centricity
- Lesson 3.1 Simple Steps to Becoming Customer Centric
- Lesson 3: Activity and Recap
- Customer Centricity Course Summary