The Five Building Blocks of Customer Centricity

The Conference Board of Canada, January 24, 2017
Recorded Webinar
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Why are some organizations more customer centric than others? How do some companies inspire greater loyalty from employees and customers alike to become the best loved brands in their industry?

Most senior leaders today would agree that a customer culture is vital to business success. It requires the commitment of the entire organization to understand the ideal customer experience and how to consistently deliver it across multiple channels.

Janet LeBlanc has tracked the progress of North American business leaders across a variety of industries since 2012 to understand the true state of customer centricity in business today. She advocates that strong executive support and strategic alignment are essential to building customer centricity into an organization’s DNA.

In this webinar Janet LeBlanc uncovers the five building blocks of customer centricity and the senior leader’s role in making it happen. Janet will identify the actions and behaviours that build a customer-centric culture and how to align the leadership team to unite around a shared vision of the ideal customer experience. Learn how to use customer experience management as an operating model to comprehensively manage customers throughout the customer lifecycle.

Webinar Highlights

Join Janet for this webinar to learn the fundamentals of how to build a customer-centric culture. During this webinar, Janet LeBlanc will discuss:

  • What it means to be customer centric
  • How to achieve strategic alignment for customer experience strategies
  • The role of the senior leader in creating a customer centric culture
  • Using customer insights to drive change
  • Engaging employees to deliver the ideal customer experience
  • Accelerating the pace of change through measurement and rewards

About Janet

Janet LeBlanc is an award-winning business strategist, keynote speaker and recognized authority in customer value and experience management. As president of Janet LeBlanc + Associates, she coaches senior leaders on how to use customer-centric strategies to drive business results. Janet helps Fortune 100 companies and public sector institutions to overcome silo-based obstacles, connect with client perspectives, and collaborate on how to deliver the ideal Branded Customer Experience®.

Janet received a Stevie Award for Women in Business (Best Executive) and was named to the prestigious position of Customer Champion, joining a world-wide community of top-level executives who are the voice of the customer in their organization and whose efforts help tie customer strategies to bottom-line results. Janet is a Trudeau Medal winner, the highest honour of distinction given by the Telfer School of Management to its alumni. She holds a Masters of Business Administration and was a sessional professor of marketing for 10 years at the graduate and undergraduate level.

Janet is an accomplished guest speaker and a regular contributing writer for major media publications. She is Chair of the Board of Directors for the YMCA-YWCA National Capital Region and Chair of its Strategic Transformation Committee.

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