Building a Customer-Centric Culture

Customer Centricity goes beyond providing excellent customer service. To be truly customer-centric a company must build the culture, where its strategy is built on putting the customer first and is at the core of the business. The products, processes, policies, and culture must be designed to support and create a pleasant & seamless experience for the customer. Do your frontline employees value the customer as much as you do?

This training helps understand the customer experience journey & illustrates how companies can build a customer-centric culture.

Target Participants

Direct Contact Employees, Supervisors, Team Leaders, Support Staff, Middle Management, Strategic Decision Makers, Directors, and Executives.

Delivery Methods

Participants Will Learn

By the end of the workshop

  • Understand the Customer Journey,
  • Learn the 'Know's of Becoming Customer-Centric,
  • Learn the Do's of Becoming Customer-Centric,
  • Learn the 'Be's of Becoming Customer-Centric, and
  • Plan for Action: to KNOW, to Do, to Be.


Dr. Gemechu is the Founder & CEO at The iCapital Africa Institute, a professional service firm that co-creates solutions to help businesses transform themselves. He is also an assistant professor at the College of Business and Economics at Addis Ababa University. His teaching and research interests focus on National Workforce Development (Occupational Standards, Labor Market Information, and School-to-Work Transition); HR in Organizations (Strategic HRD & HRM; Workplace Learning, Organizational Design, HR Transformation); Business Strategy, Organizational Culture, Managing Change in organizations and related. He has a PhD in Human Resource Development from a joint program between AU (ETH) and the University of Ohio (US).

Previous Participants