The Customer Excellence Leadership Programme is for senior leaders ready to reposition customer management as a strategic business lever. This is not about improving service response times – it is about embedding customer thinking into the core of how the organisation operates, competes and becomes a market leader.
During the programme which is exclusively certified by the Swiss School of Management, participants learn to identify where customer value is created or lost across the business. The programme challenges leaders to move beyond siloed service metrics and take ownership of customer impact across functions: rethinking operating models, resolving systemic friction and aligning teams to long-term brand and revenue growth goals. Through live business projects, targeted coaching, and commercial diagnostics, leaders develop the influence, judgement, and execution discipline to drive customer-led growth at scale measurable not only in satisfaction scores, but in margin, brand loyalty and reputation.
Customer Journey Mapping as a Business Diagnostic: Gain a structured, business relevant approach to mapping the customer journey identifying customer segments, critical touchpoints, emotional drivers and relevant metrics.
Embed Customer Centricity and Excellence into Culture and Practice: Shift the organizational mindset to recognize customer excellence as a core business function rather than a siloed department. Learn techniques to embed customer-centricity into everyday operations.
Multi-Channel Communication to Drive Customer Engagement: Learn how to collaborate with sales and marketing functions to develop communication strategies that resonate with customers to optimize effective messaging across different platforms.
Anticipate and Meet Needs Proactively: Cultivate the capability to detect customer needs early in the journey by leveraging behavioral and predictive analytics. Transition from reactive troubleshooting to proactive value creation.
Rebuild Trust and Win Back Customers: Understand the root causes of attrition, develop commercially viable win-back strategies.
Design Recovery Strategies: Develop a disciplined approach to diagnosing churn drivers and untapped recovery potential by leveraging granular customer data and candid feedback. Design and execute tailored re-engagement strategies.
Embedded from day one, this personalised coaching aligns with each participant’s role, goals, and business challenges. It focuses on driving behavioural and mindset shifts directly within your real-world business context, addressing practical roadblocks to enhance your effectiveness and leadership impact.
More than a certificate this is a mark of leadership readiness recognised across industries. It validates your capabilities and leadership acumen strengthening your executive profile. This gives you a competitive edge when pursuing senior roles, internal promotions or board-level visibility.
Interactive online sessions, live workshops and real-world projects, case studies and business challenge aligned to real company objectives. This hands-on environment empowers participants to apply insights immediately, refine their skills continuously and practice until they achieve confidence and competence.
Building on your applied learning and behavioural shifts, develop a personalised, action-oriented plan aligned with your strengths, career goals, and business context positioning you for promotions and sustained professional growth. This discovery process helps focus on what truly matters, providing an assessment of your capabilities and aspirations.
Our Alumni Network serves as a dynamic business and learning platform, enabling you to build meaningful connections that foster continuous professional development, strategic partnerships, and new business opportunities. Beyond the programme, the network acts as a catalyst for ongoing growth encouraging you to stay engaged and maintain momentum.
Expertly developed materials aligned with real business challenges and organisational context. The materials are easily customisable and transferable, enabling you to apply frameworks, toolkits, and playbooks from day one to gain immediate benefit from the programme. All the materials are based on best practices and apply to any industry.
This certified programme is your next step to embed customer excellence into every touchpoint and turn the customer journey into a commercial growth engine.
Ready to transform your skills? Enrol now and become part of a learning journey designed to elevate your potential. Seats are limited—don’t miss out!
Ready to transform your skills? Enrol now and become part of a learning journey designed to elevate your potential. Seats are limited—don’t miss out!
Explore a range of expertly designed courses tailored to develop your leadership skills.
