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Customer Centric Culture Foundation and Certification Program - April 2021 USA
Introduction to the Course Approach and Resources
Introduction to the Course (2:20)
Module 1 – The Why and What of Customer Culture
The Goal of Module 1 (0:24)
Where did the idea for a customer culture come from and why does it matter? (1:55)
Session 1A: What is a Customer Culture? (0:52)
Session 1B: Key Idea - What's best for the customer is best for the business. (5:39)
Article: Product centric versus customer centric – does it matter?
Session 2A: Why is a customer culture so important today? (3:22)
Session 2B: Why is a customer culture important for leaders to develop their teams? (1:24)
Session 2C: Why is a customer culture important to all employees ? (1:16)
Session 2D: How will your company benefit from having a customer culture? (1:28)
In-company interaction exercise
Customer Culture Quiz
Module 2 – The How - Best Practices in Shaping a Stronger Customer Culture
The Goal of Module 2 (0:31)
Session 1A: The high-level link between customer culture and business performance Session (1:10)
Session 1B: Which specific behaviors drive business outcomes (1:37)
Session 2A: Why the 8 disciplines model was developed (2:46)
Instructions for the 8 Disciplines
Customer Insight Discipline (6:06)
Customer Insight Practices Review and Discussion Exercise
Customer Foresight Discipline (6:24)
Customer Foresight Review and Discussion Exercise
Competitor Insight Discipline (7:55)
Competitor Insight Review and Discussion Exercise
Competitor Foresight Discipline (4:55)
Competitor Foresight Review and Discussion Exercise
Peripheral Vision Discipline (6:20)
Peripheral Vision Review and Discussion Exercise
Empowerment Discipline (3:39)
Empowerment Review and Discussion Exercise
Collaboration Discipline (3:32)
Collaboration Review and Discussion Exercise
Strategic Alignment Discipline (6:45)
Strategic Alignment Review and Discussion Exercise
In-company interaction exercise
8 Disciplines Quiz
Module 1 Presentation Slides (2:14)
Participant Team Meeting 1
Team Meeting Discussion Article - The Amazon Effect
Module 3 – Building the Business Case and Getting Support
The Goal of Module 3 (0:17)
Jeanne Bliss on working with numbers focused leaders (1:31)
Getting Buy-in and Measuring ROI on CX Improvements (17:52)
Adobe - Evolving Mindset from numbers to customers (2:06)
How to create a Customer Culture - the Air New Zealand Story (2:24)
Virgin Group - Former CMO Ian Rowden on what makes Virgin a success (4:52)
Amazon - the world's most customer centric company (0:54)
How Amazon continues to improve the customer experience (1:13)
Examples of using a Customer Mindset in Leadership - "Consider it Done" (1:06)
Run to the fire - how Adobe creates ownership for customer issues (1:34)
Building the Case - the human benefits are greater than just the financial return (4:45)
In-company exercise: Complete an MRI Assessment
In-company interaction exercise 1
In-company interaction exercise 2
Module 2 Presentation Slides (3:57)
Participant Team Meeting 2
Team Meeting Discussion Article - Domino's Pizza
Module 4: Taking Action to Move Forward
The Goal of Module 4 (0:23)
What is the purpose of the Market Responsiveness Index? (1:11)
How to interpret your MRI Circumplex results (4:50)
Setting Priorities for action from the MRI results (4:58)
Your Self Assessment Tool
Konica Minolta - How did the MRI help you as the new Managing Director? (1:49)
Wright Medical Group - International President Peter Cooke (1:21)
The customer culture journey roadmap (8:14)
Vodafone - Advice from the Head of Global CX (1:50)
Telstra - Roadmap for building a customer culture
Telstra - Finance Transformation Case Study
In-company interaction exercise
Additional In-company discussion article - Wells Fargo Bank
Final Quiz
Module 3 Presentation Slides (7:19)
Participant Team Meeting 3
Team Exercise - MRI Case Study for reporting in live session
Module 5 - Customer Culture Project Completion + Online Knowledge Test
Overview of the Final Steps to take to Complete Module 5 and Certification (2:09)
TASK 1 - Produce a Video
TASK 2 - Question 1
TASK 2 - Question 2
TASK 2 - Question 3
TASK 2 - Question 4
TASK 3 - Complete the Multiple Choice Questions
Module 4 - Presentation Slides (4:35)
Module 6 - Congratulations you are now a Certified Customer-Centric Culture Practitioner
Final Video Recap (3:33)
Certified Practitioner Logo
Feedback to MarketCulture Academy
Module 6 - Presentation Slides (5:06)
Overview of the Final Steps to take to Complete Module 5 and Certification
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