course | Customer Delight: Developing a Customer Centric Culture Organization
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SMCS-926 | Customer Delight: Developing a Customer Centric Culture Organization
Course Sector : Sales, Marketing and Customer Service
| Duration | Date from | Date to | Course Venue | Course fees | Book a course |
|---|---|---|---|---|---|
| 3 Days | 2025-05-19 | 2025-05-21 | Abu Dhabi | $3,250 | Book now |
| 3 Days | 2025-07-21 | 2025-07-23 | Dubai | $3,250 | Book now |
| 3 Days | 2025-11-24 | 2025-11-26 | Dubai | $3,250 | Book now |
Course Introduction
This course is designed to help organizations enhance customer satisfaction and loyalty by focusing on segmenting customers, evaluating cost-to-serve, reviewing customer agreements and service fulfillment, identifying key customers, and establishing a responsive and agile customer delight culture. In today's competitive business landscape, delivering exceptional customer experiences is paramount to success.
Throughout this training program, participants will gain practical insights and strategies to effectively meet customer needs, optimize service delivery, and foster strong customer relationships. By the end of the program, participants will be equipped with the tools and knowledge to create a customer-centric culture, implement continuous improvement practices, and drive ongoing customer delight initiatives. Join us on this journey as we explore the path to delighting customers and achieving sustainable business growth.
Course objective
- Gain the knowledge and expertise to effectively segment customers.
- Evaluate cost to serve and define opportunities for improve.
- Review and analyze sustomer agreement service and fulfilment.
- Identify key customers and define collaboration strategy.
- Establish a responsive and agile with a continuous improvement loop in place to ensure opportunities constantly reviewed.
Course Outline | 01 Day One
Customer Segmentation and Cost Analysis
- Introduction to Customer Segmentation
- Methods of Customer Segmentation
- Evaluating Cost to Serve Different Customer Segments
- Identifying Opportunities for Cost Optimization
- Analyzing Customer Data for Improvement Opportunities
- Gathering Customer Feedback and Insights
- Defining Improvement Opportunities for Customer Segments
Course Outline | 02 Day Two
Customer Agreements and Service Fulfillment
- Reviewing Customer Agreements and Service Level Agreements (SLAs)
- Alignment of Agreements with Customer Needs and Business Goals
- Mapping Service Fulfillment Processes
- Identifying Bottlenecks and Inefficiencies
- Applying Lean and Agile Principles to Optimize Service Fulfillment
- Understanding Key Customer Needs and Expectations
- Developing Customer-Centric Service Strategies
Course Outline | 03 Day Three
Responsive and Agile Customer Delight Culture
- Establishing a Customer-Centric Culture
- Developing a Customer-Centric Mindset
- Communication and Reinforcement of Customer Delight Principles
- Implementing a Continuous Improvement Loop
- Feedback Loops and Performance Metrics for Customer Satisfaction
- Strategies for Continuous Improvement and Innovation
- Action Planning and Roadmap for Ongoing Customer Delight Initiatives
BOOST’s Professional Attendance Certificate “BPAC”
BPAC is always given to the delegates after completing the training course,and depends on their attendance of the program at a rate of no less than 80%,besides their active participation and engagement during the program sessions.
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