Building a Customer Culture
Place the customer at the center of your organization and transform every interaction into a retention opportunity.
They trust us to train their teams
Why build a customer culture?
In a market where products and services look alike, customer experience becomes the main differentiating factor. A strong customer culture transforms every employee into a satisfaction ambassador.
Customer at the center of every decision
Learn to evaluate your customer-centricity maturity and identify levers so that every department, from marketing to production, integrates the voice of the customer in its daily actions.
Measure to progress
Master key indicators (NPS, CSAT, CES) and satisfaction collection methods. Transform data into concrete actions to improve the experience at every touchpoint.
Build a smooth customer journey
From persona creation to customer journey mapping, you will have the tools to identify moments of truth and optimize every interaction with your customers.
Learning Objectives
At the end of this training, you will be able to:
- Evaluate and improve your organization's customer culture
- Implement relevant satisfaction indicators
- Build personas and map the customer journey
- Identify and optimize key touchpoints
- Deploy an action plan to improve customer experience
Target Audience
This training is for: Managers, Executives, Customer Relations Managers, Quality Managers
Program
Before the training
- Complete a self-assessment questionnaire on your perception of your role in customer relations
- Watch an e-learning module on customer experience fundamentals
During the training
Customer culture and its evaluation
- Understand the keys to customer satisfaction
- Evaluate your organization's customer culture
- Identify obstacles and improvement levers
Satisfaction measurement methods
- Understand and analyze indicators: NPS, CSAT, CES
- Choose collection methods adapted to your context
- Transform data into improvement actions
Customer-centricity levers
- Measure customer-centricity maturity
- Involve all departments in the approach
- Create a continuous improvement dynamic
Customer journey and touchpoints
- Build representative personas
- Use the consideration pyramid
- Map the customer journey and identify moments of truth
Customer experience and improvement
- Analyze each touchpoint
- Use the customer experience wheel
- Build your personalized action plan
Teaching Methods
- Theoretical and methodological input
- Practical exercises and role-plays
- Work on your real cases
- Personalized feedback from the trainer
The specialist in sales and customer relations for 20 years
100+ programs designed by our instructional engineers and delivered by 40 field specialists.
Frequently Asked Questions
What is a customer culture and why is it important?
A customer culture is a set of values, behaviors, and practices that place the customer at the center of all company decisions. It is essential because it directly impacts satisfaction, retention, and therefore your organization's profitability.
How to measure customer culture in my company?
You will learn to use indicators like NPS, CSAT, and CES, as well as evaluate your organization's customer-centricity maturity through analysis grids and internal questionnaires.
Is this training suitable for all industries?
Yes, customer culture principles apply to all sectors. The training includes exercises on your specific cases to adapt concepts to your specific context.
What are the deliverables at the end of the training?
You will leave with a diagnosis of your current customer culture, a formalized customer journey, and a concrete action plan to improve customer experience in your company.
Is this training eligible for OPCO funding?
Yes, KESTIO is Qualiopi certified. This quality certification enables our training programs to be funded by OPCO.
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Our team is available to answer all your questions about this training.
Hours: Monday - Friday, 9am - 6pm (CET)