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How to build a customer-centric workforce
INTRODUCTION (31 mins of video)
Let's get to know each other (1:55)
Why develop a people programme for customer-centricity? (5:57)
A moment of definition (4:08)
How this sprint pack is organised (10:41)
A few suggestions before you start (6:48)
Conclusion (1:38)
STEP 1: DESCRIBE CUSTOMER-CENTRICITY (34 mins of video)
Introduction (1:53)
Deliver the experience (16:59)
Evolve the experience (4:38)
At all levels of the organisation (9:02)
Conclusion (1:45)
STEP 2: BUILD THE OPERATIONAL FOUNDATIONS (1 hr of video)
Introduction (3:41)
Create a customer-centric competency framework (10:53)
Select customer-centric talent (9:57)
Customer-centric people development (11:57)
Performance evaluation and support (11:41)
Continuous communication: A customer-centric call to action (6:46)
Continuous communication: internal communication planning (4:58)
Conclusion (1:35)
STEP 3: ENGAGE YOUR LEADERSHIP TEAM (38 mins of video)
Introduction (3:28)
A programme to codify customer-centric leadership behaviours (17:56)
A leadership support programme (8:00)
Calibrate customer-centric leadership enablers (7:01)
Conclusion (1:40)
STEP 4: BUILD A CUSTOMER MOVEMENT (1 hr of video)
Introduction (1:39)
How to start a movement
The four types of employees (aka. 'dancers') (3:24)
A little bit of (social) science (11:54)
Starting your customer movement (17:14)
Help employees to build customer empathy (8:48)
Conclusion (1:45)
BONUS: Do's and don'ts when creating a customer movement (13:02)
STEP 5: EXPLORE ADVANCED COMPONENTS (31 mins of video)
Introduction (1:36)
The three levels of customer mastery (11:33)
Engage your partners and suppliers (8:15)
Create an employee experience that is consistent with your customer goals (8:17)
Conclusion (1:20)
GENERAL CONCLUSION
General conclusion (2:37)
A few suggestions before you start
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