Through a short concentrated period of study you will rapidly delve into a subject area and develop projects to apply directly to your organisation.
Place the customer at the heart of your organisation to ensure the best customer experience. Learn to think like your customers, and know who they are and who they will become, to give your organisation a competitive edge.
This Postgraduate Award delves into the theories and concepts that will allow you to build a customer-centric culture within your organisation. Not only does this module provide the tools that are needed to create a customer-centric organisational culture, but you will also explore how to manage and overcome resistance towards developing an organisation with customer-centric culture at its core. You will also develop skills to manage customer experience, providing you with an understanding of how you can design better customer experiences and enhance the customer journey.
This Postgraduate Award will run across four days of face-to-face teaching at our London base in The Shard, with a six week window to complete your assignments.
Throughout the course, you will be encouraged to apply learnings to your own organisation. Your learning will be consolidated into two assignments, a reflective paper and a case study where you can develop a customer-centric enhancing change plan for your own company.
"Many companies wish to be customer-centric but struggle to really embed the philosophy and the practices that place the customer at the centre of their organisations. Understanding what a customer centric organisation looks likes and emulating that in your own organisation is a great start but the practicalities or operationalisation are challenging. This Postgraduate Award is designed for those challenged with this task so that they can explain customer centricity in a way that makes sense to everyone, from the top management team to frontline employees charged with operationalising this."
Explore the PGAs that would work well with Enhancing Customer Centricity and the Customer Voice:
Through a short concentrated period of study you will rapidly delve into a subject area and develop projects to apply directly to your organisation.
Successful completion of three Postgraduate Awards will grant you a Postgraduate Certificate.
Successful completion of four Postgraduate Award modules plus an assessed Project Module, will grant you an Executive Diploma in one of our specialist subject areas.
Tailor your qualification by completing any four Postgraduate Award modules from our selection of subject areas, plus the assessed Project Module to gain an Executive Diploma in Advanced Management.