Customer-Centric Leadership in Marketing Training Course: Building cultures focused on CX (Customer Experience) and loyalty.

Introduction

In today's highly competitive and customer-empowered marketplace, organizations that genuinely prioritize the customer experience (CX) and cultivate unwavering loyalty are the ones that achieve sustainable growth and differentiation. This 5-day training course on Customer-Centric Leadership in Marketing is meticulously designed to equip senior marketing professionals and business leaders with the strategic mindset and actionable frameworks to embed a deep customer focus across their entire organization, transforming every touchpoint into an opportunity to build lasting relationships. Participants will gain deep insights into understanding customer journeys, designing exceptional experiences, leveraging customer feedback, and fostering a culture where customer needs drive every strategic decision and operational action.

This intensive program is tailored for Chief Marketing Officers (CMOs), Marketing Directors, Brand Managers, Heads of Customer Experience, Sales Directors, and general managers committed to elevating their organization's customer focus. It will empower attendees with methodologies for mapping customer journeys, implementing voice of customer (VoC) programs, driving customer loyalty initiatives, and leading cross-functional teams to deliver seamless and delightful experiences. By mastering the art and science of customer-centric leadership, this course aims to enable participants to cultivate a loyal customer base, enhance brand equity, and achieve significant, sustained business growth through unparalleled customer satisfaction.

Duration: 5 Days

Target Audience:

  • Chief Marketing Officers (CMOs) and Marketing Directors
  • Heads of Customer Experience (CX) and Customer Success
  • Brand Managers and Customer Loyalty Program Managers
  • Sales Directors and Senior Sales Leaders
  • Product Managers and Directors
  • General Managers and Business Unit Leaders
  • CEOs and Founders of SMEs
  • Customer Service Directors
  • Consultants specializing in CX and customer loyalty

Objectives: Upon completion of this course, participants will be able to:

  • Articulate the strategic imperative of customer-centricity and its impact on business growth and loyalty.
  • Understand the core principles of Customer Experience (CX) design and management.
  • Develop strategies for mapping customer journeys and identifying key moments of truth.
  • Lead cross-functional efforts to deliver seamless and exceptional customer experiences.
  • Foster a customer-centric culture throughout the organization.

Course Modules:

Module 1: The Strategic Imperative of Customer-Centricity

  • Defining customer-centricity: beyond customer service to a holistic organizational philosophy.
  • The link between exceptional Customer Experience (CX), customer loyalty, and business profitability.
  • Understanding the empowered customer: changing expectations, digital influence, and personalized demands.
  • The economic value of customer lifetime value (CLTV) and customer advocacy.
  • Case studies of leading customer-centric organizations across industries.

Module 2: Understanding the Customer Journey and Moments of Truth

  • Mapping the end-to-end customer journey: identifying touchpoints, channels, and emotions.
  • Recognizing "moments of truth" where customer experience critically impacts perception and loyalty.
  • Persona development and empathy mapping to deeply understand customer needs and pain points.
  • Using journey mapping to identify friction points and opportunities for improvement.
  • The role of data and analytics in understanding customer behavior along the journey.

Module 3: Designing and Delivering Exceptional Customer Experiences

  • Principles of CX design: usability, accessibility, desirability, reliability.
  • Crafting personalized and relevant experiences across all channels.
  • Service design thinking: applying design principles to service delivery.
  • The role of technology in enhancing CX: CRM, AI, automation, personalization platforms.
  • Balancing efficiency with human touch in customer interactions.

Module 4: Voice of the Customer (VoC) Programs and Insights

  • Establishing robust Voice of the Customer (VoC) programs: surveys, feedback channels, social listening.
  • Analyzing customer feedback: sentiment analysis, text mining, root cause identification.
  • Translating customer insights into actionable improvements and innovations.
  • Closing the loop with customers: demonstrating that their feedback is valued.
  • Using Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) effectively.

Module 5: Building Customer Loyalty and Advocacy

  • Strategies for fostering deep customer loyalty: beyond points programs to emotional connections.
  • Creating unique value propositions that resonate with loyal customers.
  • Driving customer advocacy: encouraging positive word-of-mouth and referrals.
  • Community building and fostering a sense of belonging among customers.
  • The economics of loyalty: measuring the impact of loyal customers on revenue and growth.

Module 6: Leading a Customer-Centric Culture

  • The role of leadership in championing customer-centricity across the organization.
  • Breaking down silos: fostering cross-functional collaboration around the customer journey.
  • Empowering front-line employees to deliver exceptional experiences.
  • Training and development programs for customer-facing and support staff.
  • Integrating customer metrics into performance management and incentives.

Module 7: Organizational Alignment and Change Management for CX

  • Aligning organizational structure, processes, and technology around the customer.
  • Developing a customer-centric operating model.
  • Communicating the vision and benefits of customer-centricity to all employees.
  • Overcoming resistance to change and driving cultural transformation.
  • Measuring the ROI of customer experience investments.

Module 8: Future Trends in CX and Leadership Action Plan

  • Emerging trends in customer experience: hyper-personalization, AI-driven CX, seamless omni-channel.
  • The impact of Gen Z on customer expectations.
  • Ethical considerations in data privacy and customer engagement.
  • Developing a strategic roadmap for enhancing customer-centricity and loyalty in your organization.
  • Personal leadership action plan to drive customer-centric transformation.

CERTIFICATION

  • Upon successful completion of this training, participants will be issued with Macskills Training and Development Institute Certificate

TRAINING VENUE

  • Training will be held at Macskills Training Centre. We also tailor make the training upon request at different locations across the world.

AIRPORT PICK UP AND ACCOMMODATION

  • Airport pick up and accommodation is arranged upon request

TERMS OF PAYMENT

Payment should be made to Macskills Development Institute bank account before the start of the training and receipts sent to info@macskillsdevelopment.com

 

Customer-centric Leadership In Marketing Training Course: Building Cultures Focused On Cx (customer Experience) And Loyalty. in Kenya
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