This course explores process improvement strategies that place the customer at the center of business operations. Participants will learn
This course explores process improvement strategies that place the customer at the center of business operations. Participants will learn how to align business processes with customer expectations, use Voice of the Customer (VOC) analysis, and implement service design principles. Case studies will showcase successful customer-centric process redesign initiatives.
1. Identify key factors influencing customer-centric process improvements.
2. Utilize Voice of the Customer (VOC) analysis for process alignment.
3. Apply service design methodologies to enhance customer experience.
4. Implement feedback loops for continuous process refinement.
5. Sustain customer-focused process improvements through KPI tracking.
1. Explain the importance of customer-centric process improvements.
2. Use Voice of the Customer (VOC) techniques for gathering insights.
3. Align process improvements with customer expectations.
4. Implement service design principles to enhance customer experience.
5. Sustain customer-focused process improvements with performance tracking.
1. Customer experience professionals
2. Service managers
3. Business process designers
4. Marketing and sales teams
5. Customer support managers.
