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Intro to Customer Centricity


1 day course for teams


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Intro to Customer Centricity for teams

All businesses strive to understand their customers, create meaningful experiences and build lasting relationships with them. That said, it is easier said than done. Academy Xi’s 1-day ‘Intro to Customer Centricity’ course was built for corporate, government and not-for-profit teams who want to overhaul their current way of working. With specific tools and a mindset shift, our staff training can help you move toward a more customer-centric approach.

Consumers are willing to pay 16% more for products or services from brands that provide an excellent customer experience.

PwC, “Experience is Everything”

A 10% increase in customer retention leads to a 30% increase overall in the company’s value.

Harvard Business Review, “The Value of Keeping the Right Customers”

Learning outcomes

Delivered either in-person or online, this team training course offers up to 20 people the mindset, toolkit and ways of working needed to foster true customer centricity.

Team Benefits

  • Improve the customer experience by embedding empathy in your team
  • Deliver tailored service by encouraging staff to flex their communication styles
  • Create a community of problem solvers that share ownership of the customer experience
  • Reduce churn by empowering staff to dig deeper into customer problems
  • Overcome legacy process issues by teaching staff to work creatively within constraints
  • Increase collaboration between silos by providing visibility on the customer journey
  • Kickstart a culture of continuous learning within your team
  • Leverage best-practice customer-centric mindsets, processes and artefacts
  • Take away a dedicated customer centricity toolkit to help embed new ways of working
  • Employee development

Who is this training designed for?

This training is best suited for:

  • Corporate, government, not-for-profit and agency teams 
  • Front-line teams (sales, customer service, call center etc.)
  • Functional teams looking to upskill 
  • Cross-functional teams requiring a shared mindset and language
  • Executive teams and boards
  • Groups of new starters for alignment with organisational vision and priorities


Customer centricity is a buzzword. Most of you will have heard it. It might be up on posters in your office. CEOs like to mention it in speeches. And most companies are striving to be it. But it’s less common for people to spend time talking about what customer centricity actually is. And even less common for companies to give you concrete tools for being customer-centric yourselves. Customer centricity is about putting people at the heart of the decision-making process. 

Companies want to be customer-centric for a few very good reasons. The first is that being customer-centric is a competitive advantage. If one company provides a great experience to their customers, and the other one doesn’t, it’s pretty clear who is going to perform better. Being customer-centric is also a great way to turn one-time customers into lifelong fans who will support your brand in a variety of ways. If a company understands what customers really want, they are also less likely to create products and services nobody will want or buy. They will also save costs on customer complaints and returns. And finally, customer-centric companies tend to have happier employees. If you go into work every day and speak to angry customers, that is going to affect you as a person and as an employee. That leads to high turnover and unproductive staff, both of which are very bad for any organisation.

Every time you make a decision, no matter how small, you should ask yourself: does this help or harm the people I’m supposed to be supporting? If the decision helps them, you are acting in a customer-centric way. If it doesn’t, then you aren’t. 

This relates to how your company’s systems and processes are designed. If they were built with the customer’s needs in mind, then that is a structurally customer-centric company. This is often called customer experience or CX within businesses. 

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