Master Class
Workshop
Customer Experience Culture – Design, Development & Management

Understand the theory and mechanics of developing and managing a customer-centric and experience-driven corporate culture that is consistent and stable and includes elements of Employee Experience (EX) and Employee Relationship Management (ERM).

Customer Experience Culture – Design, Development & Management
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The principles and strategies for customer experience culture The principles and strategies for customer experience culture
The mechanics of corporate culture development The mechanics of corporate culture development
Employee engagement and its impact on productivity Employee engagement and its impact on productivity
Goal setting, counseling, and performance-based compensation Goal setting, counseling, and performance-based compensation
Employee experience (ex) and employee relationship management (erm) Employee experience (ex) and employee relationship management (erm)
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The Senteo Learning Experience Methodology

Delivery formats
Hybrid education
Hybrid education
This training delivery format is a customized solution to maximize your learning team’s time. Different portions of the courses are delivered onsite, remote over Zoom, and/or online in The Senteo Online Learning Center.
Onsite education
Onsite education
This is a flexible and tailor-made solution that allows you to be trained in Senteo’s methodology in a physical environment. Subscribe to stay informed of our onsite education offering.
Remote education
Remote education
Engage real-time education over Zoom just as you would in a physical environment. This learning delivery method allows a perfect balance between theoretical content, individual assignments, live interactions, and practical group exercises over Zoom breakout rooms and other new-generation collaborative tools
What Will You Learn?
Senteo

Principles and Strategies for Customer Experience Culture: Students will learn the theory and principles behind developing and managing a customer-centric and experience-driven corporate culture. They will understand the importance of aligning corporate culture with customer satisfaction and loyalty.

Senteo

Employee Engagement and its Impact on Productivity: Students will explore how employee engagement plays a crucial role in driving workforce productivity. They will learn techniques and best practices for fostering employee engagement and creating a positive work environment.

Senteo

Mechanics of Corporate Culture Development: Students will gain insights into the mechanics of developing and nurturing a corporate culture. They will understand how to define and communicate cultural values, implement cultural initiatives, and ensure consistency and stability in the organization's culture.

Senteo

Goal Setting, Coaching, and Performance-Based Compensation: Students will learn effective methods for setting goals, coaching employees, and implementing performance-based compensation systems. They will understand how these practices contribute to employee motivation, performance, and overall customer experience.

Senteo

Employee Experience (EX) and Employee Relationship Management (ERM): Students will be introduced to the concepts of Employee Experience (EX) and Employee Relationship Management (ERM). They will explore strategies to enhance employee satisfaction, manage relationships with employees, and foster a positive work environment that aligns with the overall customer experience culture.

Who’s this Course for?
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Managers and Executives responsible for setting the direction and culture of an organization can benefit from this workshop or master class by gaining insights into developing and managing a customer-centric corporate culture.

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Human Resources Professionals involved in talent management, employee engagement, and organizational development can enhance their skills and knowledge in creating a culture that aligns with the customer experience.

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Customer Experience Professionals: Individuals working in customer experience roles, such as customer experience managers, customer service managers, and customer success professionals, can deepen their understanding of how corporate culture impacts customer satisfaction and loyalty.

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Training and Development Specialists seeking to incorporate customer-centric elements into their training programs can learn techniques and strategies for designing effective training initiatives within a customer experience culture.

Customer Experience Culture – Design, Development & Management

Business Owners and Entrepreneurs who recognize the importance of creating a customer-centric culture can gain valuable insights and practical guidance on building and managing such a culture from this workshop or master class.

Education Journey
Chapter 1

Introduction to Corporate Culture​

Chapter 2

Employee Engagement as a Driver for Workforce Productivity​

Chapter 3

The Mechanics of Managing Corporate Culture Development​

Chapter 4

Goal Setting & Coaching​

Chapter 5

Performance-Based Compensation​

Chapter 6

Customer Experience Training, Job-Related Training, & Stills-Based Training​

Chapter 7

Career Development Model​

Chapter 8

Status & Recognition Programs​

Chapter 9

Community & Team Building Programs​

Chapter 10

Exercise – Design a Corporate Culture Mechanic​

Chapter 11

Introduction to Employee Experience (EX), & Employee Relationship Management (ERM)​

The Senteo Learning Experience

All of our educational programs follow a simple but very effective approach designed together with an organizational psychologist to improve the retention of concepts and stimulate application of the methodology to real world business needs. All programs are structured with the following four components:

The Senteo Learning Experience

Learn — understand the theory and mechanics behind each aspect of the methodology

The Senteo Learning Experience

Do — apply the different aspects of the methodology during exercises and work groups

The Senteo Learning Experience

See — observe real world applications, examples and case studies related to each aspect of the methodology

The Senteo Learning Experience

Extend — identify and support the possibilities for real-world applications of the methodology specific to current business needs and goals

MEET YOUR PROFESSOR
Michael Ruckman, President & CEO of Senteo
Michael Ruckman, President & CEO of Senteo
Michael Ruckman, President & CEO of Senteo

Michael is a regular keynote speaker and guest lecturer at Stockholm School of Economics, Skolkovo School of Management, UNLV, Financial University, BAI, EFMA, Lafferty, ICSC, MECS+R, as well as many other international conferences and corporate events. As well, Michael has authored dozens of educational courses in the areas of strategy, digital and business model transformation, leadership, customer experience, corporate culture development, gamification, customer relationship management (CRM), and others with over 30,000 participants since 2004.

25 years
of experience
30,000+
graduates
300+
projects
30
countries
25 years
of experience
30,000+
graduates
300+
projects
30
countries
Michael Ruckman, President & CEO of Senteo
Customer Experience Culture – Design, Development & Management
The principles and strategies for customer experience cultureThe principles and strategies for customer experience culture
The mechanics of corporate culture developmentThe mechanics of corporate culture development
Employee engagement and its impact on productivityEmployee engagement and its impact on productivity
Goal setting, counseling, and performance-based compensationGoal setting, counseling, and performance-based compensation
Employee experience (ex) and employee relationship management (erm)Employee experience (ex) and employee relationship management (erm)
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Answering your questions
Team and corporate learning are essential for enhancing business performance as they enable employees to acquire new skills, knowledge, and perspectives. By investing in learning and development programs, organizations can foster a culture of continuous improvement, innovation, and adaptability. This, in turn, leads to increased productivity, employee engagement, and better decision-making throughout the company.
Effective team and corporate learning programs vary depending on the organization's needs and goals. However, a combination of interactive workshops, leadership development initiatives, advisory & coaching programs, online modules, and hands-on experiential learning tends to yield positive results. Customized programs that align with specific business challenges and incorporate real-life scenarios tend to be particularly effective.
Measuring the impact and ROI of team and corporate learning can be done through various methods, such as pre- and post-assessments, feedback surveys, performance evaluations, and tracking key performance indicators (KPIs). Additionally, organizations can analyze factors like employee retention rates, customer satisfaction scores, revenue growth, and productivity improvements to gauge the overall impact of learning initiatives on business outcomes.
To ensure effective application of knowledge, it's crucial to create a supportive learning environment that encourages knowledge sharing, collaboration, and continuous improvement. This can be achieved through ongoing coaching and mentoring, providing opportunities for practical application of newly acquired skills, establishing clear performance expectations, and integrating learning into daily work routines. Regular follow-up and reinforcement activities can also help reinforce and solidify learning outcomes.
Fostering a culture of continuous learning and development requires a multi-faceted approach. It starts with leadership commitment and support for learning initiatives. Organizations can encourage continuous learning by offering opportunities for skill-building, providing access to relevant resources and training programs, recognizing and rewarding employees who prioritize learning, and fostering a safe environment where individuals feel comfortable experimenting and taking risks. Encouraging knowledge-sharing practices, promoting cross-functional collaboration, and promoting a growth mindset can also contribute to a culture of continuous learning.
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