Overview

This is a master class in Customer Centricity. Professor Jagdish Sheth, 2020 Padma Bhushan Award winner for Literature and Education, guides you through proven strategies and practical steps for implementing customer centricity practices into your business. Professor Sheth shares wisdom and insight from decades of experience, years of research, and recommendations from multiple senior industry leaders to help grow your business and cut costs by keeping the customers you have by creating a customer centric culture.

Syllabus

Course 1: Customer Centricity as Competitive Advantage - Jagdish Sheth
- Offered by Kennesaw State University. This course suggests why companies should be customer centric. Customer centricity provides a number ... Enroll for free.

Course 2: How to Become a Trusted Advisor with Jagdish Sheth
- Offered by Kennesaw State University. With the digitization of information, most expertise is now available online with search engines such ... Enroll for free.

Course 3: Managing Customer Expectations with Jagdish Sheth
- Offered by Kennesaw State University. With growing age, income, and ethnic diversity, customer expectations are also becoming more diverse. ... Enroll for free.

Course 4: Strategies for Planned Social Change with Jagdish Sheth
- Offered by Kennesaw State University. Many social issues are within the realm of public policy and civil organizations (NGOS), but ... Enroll for free.

Courses

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5 hours 45 minutes
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Many social issues are within the realm of public policy and civil organizations (NGOS), but corporations can also enable and champion social change. The business of business is more than business. As more and more companies engage in corporate social responsibility (CSR), they need to understand the ultimate users’ perceptions and motivations. This course, taught by Professor Jagdish Sheth, 2020 Padma Bhushan Award winner for Literature and Education, includes examples such as environmental sustainability, mindful consumption, and the United Nation’s Sustainable Development Goals (SDGs) Planned social change requires understanding customers’ predispositions and their actual behavior.
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10 hours 26 minutes
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This course suggests why companies should be customer centric. Customer centricity provides a number of competitive advantages including revenue growth and cost reduction. The key concept is customer lifetime value (CLV) For example, a typical household spends more than $500,000 over 15 years at nearby grocery stores. Customer centricity is important, but most organizations struggle to implement it properly. This is due to internal operations, processes, and most importantly, cost accounting systems. Since the industrial age, the cost accounting focus has been very product centric, and there needs to be a shift customer centric accounting. This course, taught by Professor Jagdish Sheth, 2020 Padma Bhushan Award winner for Literature and Education, offers videos, articles, and recommendations from senior industry leaders on how to successfully implement customer centricity.
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7 hours 6 minutes
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With growing age, income, and ethnic diversity, customer expectations are also becoming more diverse. Therefore, it is becoming difficult to satisfy all customers with growing but divergent expectations. This course, taught by Professor Jagdish Sheth, 2020 Padma Bhushan Award winner for Literature and Education, suggests shaping customer expectations is as, if not more, important than exceeding customer expectations. There are three strategies to manage customer expectations: abandon the customer, accommodate the customer, and adjust customer expectations. Since not all customers are profitable, one must link managing customer expectations with profitability outcomes.
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7 hours 2 minutes
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With the digitization of information, most expertise is now available online with search engines such as Google. Therefore, experts for hire for certified occupations such as law, medicine, and accounting are likely to be automated and commodified. As a result, one has to transition from an expert for hire to a trusted advisor. This course, taught by Professor Jagdish Sheth, 2020 Padma Bhushan Award winner for Literature and Education, is based on interviews with more than 30 CEOs and chairmans of very large enterprises with the goal of identifying attributes of a trusted advisor. We highlight 7 specific attributes of great advisors including integrity, empathy, selfless independence, and big picture thinking. The best trusted advisors are those who have experienced adversity in their own lives.