Customer Focus

• What is Customer Focus
• Customer Focus Elements
• Customer Focus Levels

Customer Expectations

• What is customer expectations
• Customer Expectations Relevance
• Types of Expectations
• Expectations Model
• Managing Expectations
• New-Age Customer Expectations
• Customer Feedback
• Handling Customer Expectations

Customer Needs

• Consumer Need
• Understanding Customer Needs
• Hulls Drives Reduction Theory
• Maslow’s Hierarchy of Needs
• McClelland’s Three Needs Theory
• Consumer Motivation Concept
• Means - End Chain Model

Consumer Perception

• Perception Basics
• Elements of Perception
• The Absolute Threshold
• The Differential Threshold
• Subliminal Perception
• Process of Perception
• Value of Product
• Choosing a Value Proposition
• Dynamics of Perception
• Perceptual Organization
• Consumer Imagery

Consumer Attitudes

• Attitude Basics
• Models of Attitude
• Attitude Formation
• Strategies of Attitude Change

Customer Focused Organization

• Customer Focus Strategies
• Building a Customer Focussed Culture
• Maintaining Customer Focus
• Customer Focus Development
• Developing Customer Orientated Culture
• Checklist for Customer Focus

Customer Focused Interaction

• Social Media
• Applying Knowledge Management
• Using Mobile Technology
• Customer Focused Employees

Customers Listening and Tools

• Customer Complaints
• Complaint Barriers
• Customer Journey Mapping (CJM)
• Voice Of the Customer
• Benchmarking
• Business Performance Measures

Apply for certification

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