Context Setting

Every organization has a business philosophy that guides the way they conduct itself. When a business philosophy places its customer at the centre of its operations it is said to be customer-centric. Organizations following customer centricity religiously keep customers in focus while taking and implementing any decision.

 

The Spirit of customer centricity lies in ensuring the best possible customer experience and it acts as a guiding force for every element in the organization.        

Objective

The captioned workshop will be aimed at participants will be able to

• Create a positive customer experience throughout the journey of the customer
• Enhance customer satisfaction by creating a personalized experience for customers
• Increase customer retention and Loyal customers

 

 

Key Takeaways

• SERVQUAL Model of Expectations
• Moment of Truth
• Creating a Customer-Centric Culture
• How to Retain/ Get Recommendations
• Dealing with Irate and Complaining Customers
• Fish Philosophy

Participation Fees

Venue

Microsoft Teams

Coordinator