Program Overview
Customer Centricity Short Course
The Customer Centricity short course focuses on providing individuals and organisations with practical skills to ensure ongoing customer satisfaction and guarantees ongoing success. This half-day workshop, run by Dr. Christopher Brown from Market Culture, explores how to implement Customer Centricity in a role or workplace.
About this Course
This half-day workshop provides participants with the opportunity to assess their own organisation, see how it compares with leading organisations, and explore best practices to increase customer satisfaction and performance.
Key Benefits of this Course
This short course has been designed to allow participants to:
- Explore and implement best practice in their organisation to ensure customer satisfaction
- Assess their organisation with Market Culture's Market Responsive Index software
- Explore how to align staff to ensure an increase in customer satisfaction, during change and disruption.
Digital Badge and Certificate
A digital badge and certificate will be awarded following the successful completion of any necessary tasks or assessments to demonstrate acquired learning of the short course or for meeting attendance and/or participation requirements.
Price
The full price of the course is $395 (GST-free), although prices are subject to change.
Enrolment Conditions
Course purchase is subject to UTS Open Terms and Conditions. UTS complies with the latest Government health advice, and the delivery of all courses complies with the UTS response to COVID-19.
Course Outline
Building customer experience capability offers a proven path to customer satisfaction, retention, advocacy, and sustained revenue growth. This half-day workshop will explore the customer experience process and how participants can strengthen their own customer culture and influence others within their organisation. It provides focus on priorities as well as practical insights, tools, and frameworks necessary to improve customer centricity.
The Customer Culture Imperative
The workshop is based on the award-winning book, "The Customer Culture Imperative," which includes examples of best practices by global companies like Virgin, Amazon, Starbucks, and Salesforce, as well as interviews with some of the most customer-centric leaders.
Market Responsiveness Index
MarketCulture's award-winning employee survey tool will be used to give participants an understanding of how customer-centric their own organisation is today.
Course Certification
Every participant will receive a UTS short course certificate upon successful completion of the course.
Course Learning Objectives
This half-day workshop will provide participants with the opportunity to explore:
- The 8 critical behaviours for high-performing businesses
- How to measure their organisation's behaviours on these factors
- What it takes to move the needle on these factors
- Best practices that companies can implement today to improve market responsiveness.
Requirements
Mandatory Requirements
All participants require an internet-enabled device, with email, to receive a link to complete the Educational MRI survey and receive their report.
Desired Requirements
Participants would benefit from having a business background and working knowledge of the Microsoft Office Suite and computer literacy.
On-Campus Course Logistics
Catering Provisions
Coffee and tea will be provided for participants.
Accessibility
If participants have any specific accessibility requirements, they should contact the relevant department.
Transport and Parking Options
The campus can be accessed by multiple public transport options, including trains and buses. On-site parking is not available, but paid carparks are located nearby.
Who is this Course For?
This workshop is ideally suited to anyone in a customer-facing role, including marketing, sales, account managers, customer service managers, manufacturing and industry, CEOs, CFOs, and COOs.