COMPETING IN A CUSTOMER-CENTRIC WORLD

with Don Peppers

Effectively understand and adapt to the rapidly changing needs of your customers

Properly align your products and services to provide long term customer value

The skills needed to build trust between your customers and organization

How technology can be used to further enhance the customer experience

A unique experience of digital learning

Easy to follow through modules and lessons

Assessment and reviews

100% Online course

Get certified: diploma to be uploaded on your professional networks

Get to know Don Peppers

Highly acclaimed best-selling author, business strategist, and marketing futurist Don Peppers has educated and motivated audiences worldwide with presentations and workshops focused on how businesses can compete in a dynamic, customer-centric world.

Full program

MODULE 1. UNDERSTANDING THE CUSTOMER DIMENSION
– How Technology has Defined Customer-Centricity
MODULE 2. CUSTOMER EXPERIENCE IS EVERYTHING
– Defining the Customer Experience

– Product Competence: Reliable and Valuable

– Customer Competence: Relevant and Trustable

– The Importance of Customer Trust

– Why Customers Expect Even More Trust

– Answer: Recovering Lost Trust Challenge

MODULE 3. CUSTOMER - CENTRIC MARKETING
– Four Steps in Building and Managing Customer Relationships

– Identify Your Customers

– How Customers Create Value for Your Business

– Understand LTV & Customer Equity

– Differentiating Your Customers by Their Needs

– Interacting and Customizing

– Answer: Flower Shop Challenge

MODULE 4. CUSTOMER - CENTRIC SELLING
– Prospects Are Just Customers You Don’t Yet Have

– The Customer-Centric B2B Sales Process

– De-Commoditizing the B2B Sale

– Selling to Tough Customers

– Ensuring Your Customers’ Success

– Answer: Proxy Variable Challenge

MODULE 5. CUSTOMER-CENTRIC SERVICE
– Improve Customer-Centric Service by “Complaint Discovery”

– Use AI to Put Humanity Into the Customer Experience

– Engage and Enable Your Employees

MODULE 6. WINNING THROUGH LEADERSHIP
– Organizing for Customer-Centric Competition

– The Business Case for Customer-Centric Competition

– Leadership Behaviors & Qualities That Drive Success

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