Certified Customer Focus Management Table of Contents


Table of Content
 

Customer Focus

  • What is Customer Focus
  • Customer Focus Elements
  • Customer Focus Levels

Customer Expectations

  • What is customer expectations
  • Customer Expectations Relevance
  • Types of Expectations
  • Expectations Model
  • Managing Expectations
  • New-Age Customer Expectations
  • Customer Feedback
  • Handling Customer Expectations

Customer Needs

  • Consumer Need
  • Understanding Customer Needs
  • Hulls Drives Reduction Theory
  • Maslow’s Hierarchy of Needs
  • McClelland’s Three Needs Theory
  • Consumer Motivation Concept
  • Means - End Chain Model

Consumer Perception

  • Perception Basics
  • Elements of Perception
  • The Absolute Threshold
  • The Differential Threshold
  • Subliminal Perception
  • Process of Perception
  • Value of Product
  • Choosing a Value Proposition
  • Dynamics of Perception
  • Perceptual Organization
  • Consumer Imagery

Consumer Attitudes

  • Attitude Basics
  • Models of Attitude
  • Attitude Formation
  • Strategies of Attitude Change

Customer Focused Organization

  • Customer Focus Strategies
  • Building a Customer Focussed Culture
  • Maintaining Customer Focus
  • Customer Focus Development
  • Developing Customer Orientated Culture
  • Checklist for Customer Focus

Customer Focused Interaction

  • Social Media
  • Applying Knowledge Management
  • Using Mobile Technology
  • Customer Focused Employees

Customers Listening and Tools

  • Customer Complaints
  • Complaint Barriers
  • Customer Journey Mapping (CJM)
  • Voice Of the Customer
  • Benchmarking
  • Business Performance Measures


Apply for certification

https://www.vskills.in/certification/management/customer-focus-management-professional