Leading a Customer-centric Culture

  • 7 videos | 50m 57s
  • Includes Assessment
  • Earns a Badge
  • Certification CPE
  • Certification PMI PDU
In business, the customer is all. A customer-centric culture is an imperative, but many leaders are unsure how to begin instilling one. In this course, you'll learn how to design and implement a culture centered on your customers.


  • Identify key aspects of the types of projects that can be used to improve the customer experience
    Recognize actions leaders take to gather and utilize the voice of their customers
    Identify methods that allow organizations to better retain customers
  • Identify essential requirements for designing a customer-centric culture
    Recognize actions necessary to instill a customer-centric culture in an organization
    Reflect on what you've learned


  • 56s
    In this video, you'll learn about how organizational culture relates to the customer experience and the types of projects that improve the customer experience by listening to the voice of the customer. You'll also learn about methods for retaining customers, the essentials for designing a customer-centric culture, and how it transforms your customers' experience. FREE ACCESS
  • 13m 51s
    Customer-centric companies go further, putting the customer at the very center of everything they do and every decision they make. A great experience before, during, and after purchase drives repeat business and increases customer loyalty, making customer-centric companies significantly more successful. In this video, you will learn about the real meaning of being customer centric. FREE ACCESS
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    3.  Listening to the Voice of the Customer
    9m 17s
    Customer-centricity is an ongoing process of listening to the voice of the customer. To hear the voice of the customer, you need data from a variety of sources. FREE ACCESS
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    4.  Retaining Customers
    7m 51s
    Successful customer-centric organizations go to great lengths to retain their customers, especially their best customers. Of course, no company will or necessarily should retain every customer. In this video, you will learn about strategies for retaining customers. FREE ACCESS
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    5.  Designing a Customer-centric Culture
    9m 10s
    In this video, you will learn how to design a customer-centric culture. You will also discover the first actions to take. FREE ACCESS
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    6.  Changing the Organization's Culture
    9m 9s
    A well-designed customer experience strategy isn't worth much until it becomes part of the organization's culture. In this video, you will learn what it means to be a customer-driven organization. You will also discover how to create a vision statement that articulates your central philosophy in the clearest, and fewest, words possible. FREE ACCESS
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    7.  Let's Review
    In this video, you'll review what you learned in the course Customer-Centric Culture. FREE ACCESS


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