Executive Development Programme Customer-Focused Leadership

• Understanding Customer-Focused Leadership: This unit will cover the basics of customer-focused leadership, including its definition, importance, and benefits. It will also discuss the role of leaders in creating a customer-centric culture.
• Customer Experience Management: This unit will delve into the key principles of customer experience management, including understanding customer needs, designing customer journeys, and measuring customer satisfaction. It will also cover the use of technology in managing customer experiences.
• Employee Engagement and Empowerment: This unit will focus on the role of employee engagement and empowerment in delivering exceptional customer experiences. It will discuss strategies for creating a motivated and empowered workforce, including recognition and reward programs, training and development, and communication and feedback mechanisms.
• Innovation and Creativity: This unit will explore the importance of innovation and creativity in customer-focused leadership. It will cover topics such as design thinking, ideation techniques, and prototyping, and will provide examples of companies that have successfully implemented customer-centric innovation programs.
• Data-Driven Decision Making: This unit will discuss the role of data in customer-focused leadership. It will cover topics such as data analytics, customer segmentation, and predictive modeling, and will provide examples of companies that have successfully used data to drive customer-centric decision making.
• Change Management: This unit will focus on the importance of change management in customer-focused leadership. It will cover topics such as stakeholder management, communication strategies, and resistance management, and will provide examples of companies that have successfully implemented customer-centric change programs.
• Collaboration and Partnership: This unit will explore the role of collaboration and partnership in customer-focused leadership. It will cover topics such as cross-functional teams, supplier relationships, and co-creation with customers, and will provide examples of companies that have successfully leveraged collaboration and partnership to deliver exceptional customer experiences.
• Ethical and Socially Responsible Leadership: This unit will discuss the importance of ethical and socially responsible leadership in customer-focused organizations. It will cover topics such as corporate social responsibility, transparency, and accountability, and will provide examples of companies that have successfully implemented customer-centric ethical and socially responsible leadership programs.