top of page
Customer-Centricity Training Presentation
American Express
pptx icon.png

File Type:

Aspect Ratio: 


File Size: 29.4 MB


Number of Slides: 110


Terms of Usage

Training Presentation/PowerPoint:


Where Customers Shape Our Tomorrow



In today's competitive business landscape, customer-centricity stands as a pivotal strategy that organizations must adopt to thrive. This presentation delves into the core principles, mindset shifts, methods, and tools required to create a customer-centric culture that redefines how businesses interact with their most valuable asset - the customer. It guides participants through key stages, including:

  • Introduction & Key Concepts: Unveiling the essence of customer-centricity, participants gain insights into its principles and its role as a driver for loyalty, advocacy, and market leadership. Understanding its alignment with organizational goals fosters a holistic perspective. Real-world examples showcase its transformative impact on creating tailored customer experiences.


  • Mindsets of Customer-Centricity: Shifting focus to the role of mindsets, participants explore how mindsets like empathy, customer advocacy, and adaptability empower teams to perceive challenges from a customer perspective. Contrasting traditional thinking with customer-centric approaches clarifies their impact on decisions and interactions.


  • Methods & Tools: Equipping participants with essential tools for effective implementation, the presentation covers a range of approaches, from surveys and data analytics to Net Promoter Score (NPS) and customer journey mapping. Attendees grasp how these tools gather insights, identify pain points, and guide strategic enhancements.


  • Design Thinking: Highlighting design thinking's intersection with customer-centricity, participants delve into empathy-driven innovation, ideation, and problem-solving. 


  • Evaluating & Improving Initiatives: Participants are guided through the final phase of evaluating and enhancing customer-centric initiatives. Measuring customer satisfaction, exploring continuous improvement frameworks, and strategies for employee engagement collectively elevate customer-centric culture and practices.

This presentation is thoughtfully designed to cater to a diverse audience, making it an ideal educational resource for a wide spectrum of individuals. Whether you're new to the concept of customer-centricity or an experienced practitioner seeking innovative approaches, this presentation provides valuable insights and best practices to strengthen and enhance customer-centric strategies within your organization.

Learning Objectives

1. Understand the fundamental principles and importance of customer-centricity.
2. Adopt customer-centric mindsets to drive business success.
3. Apply various methods and tools to implement customer-centric strategies.
4. Evaluate and improve customer-centric initiatives in your organization.


1. Introduction and Key Concepts of Customer-Centricity.
2. Mindset of Custo
3. Methods and Tools for Customer-Centricity.
4. Design Thinking for Customer-Centricity.
5. Evaluating and Improving Customer-Centric Initiatives.

You may also be interested in the following presentations (sold separately):

  1. Design Thinking Workshop Guide

  2. Design Thinking Frameworks Reference Guide

  3. Design Thinking: Ideation Techniques

  4. Design Thinking: Warm-Up Games

  5. Customer Journey Mapping

  6. Value Proposition Canvas

  7. Business Model Canvas

  8. Service Design

  9. Digital Transformation: People, Organization & Change

  10. Digital Transformation: Step-by-step Implementation Guide

  11. Digital Customer Service

  12. Lean Daily Management System

  13. Change Management

  14. Lean Start-up

  15. Strategic Planning: Eight Steps to Implementation

  16. Hoshin Kanri


bottom of page