Customer Centricity: Game Changing Strategy Design & Execution

Embrace game-changing customer centricity to revitalise your strategy and expand your business into new markets.

The aim is to provide delegates with an understanding of the strategic significance of game-changing customer centricity and insights on how successful brands are able to bring lifetime customer value. Delegates will learn how to develop a business case for achieving disruptive customer centricity, design a route map to implement customer-centric transformation and and gear strategies for successful entry into emerging economies where customers are leapfrogging to new and modern concepts​​

How you will benefit

At the end of the programme, you will be able to:

• Understand the strategic significance of customer centricity that is game-changing, how to make this happen and accelerate the process.
• Find and articulate new "market spaces" that open up game changing opportunities.
• Reflect on the "on demand" and "sharing economy" and it's relevance.
• Define and design specific product and new service value-add innovations that build brand and bring durable lifetime customer value and advocacy in today's setting and markets.
• Build a strategic architecture and story to get buy-in, alignment and social approval.
• Develop a business case for achieving disruptive customer centricity.
• Design a route map to implement a customer centric transformation.
• Gear strategies for successful entry into emerging economies, where customers are leapfrogging. ​

Key focus areas:

Day one:

• Getting the logic and language right;
• Opening up new ‘market spaces’;
• A methodology for identifying disruptive new value opportunities;
• New ways to eliminate waste and cost;
• Using the customer activity cycle to build lifetime value;
• Monetising the customer model;
• New intangibles and building and measuring social capital;
• New account management models;
• Making success sustainable; and
• Social media and its role in customer
• experience.

Day two:

• Integrating social investments into customer centricity;
• Reverse innovation and relevance to
• growth;
• Emerging market strategies that create virtuous circles;
• Challenges with game-changing implementation;
• Emerging markets: special opportunities and challenges;
• A model for a phased implementation process with the 10 breakthrough points and defining moments;
• Determining pace and practicality given the enterprise culture and markets;
• Operating on twin tracks;
• Getting traction and buy-in inside and out; and
• Getting the payoff of lifetime customer value and what that takes.