|Lecture hours per week|
|Lab hours per week||3|
The journey to customer centricity is not an easy one. A customer-centric company will have many challenges aligning objectives, targets, rewards and recognition with customer needs. Companies with customer-centric business models have a specific approach and strategic mindset to doing business that ensures the customer is at the center of the company's operating model.
This course will provide students with an understanding of customer-centric business strategies. Students will discover that managers need to entrust frontline employees with the critical task of generating loyalty and enthusiasm among customers. Companies need to teach employees the skills they need to achieve those results. Students will gain hands-on experience using social media and customer relationship management software aimed at improving customer experience, satisfaction, and retention.