Orchestrating Winning Performance

Customer Star: how to build a customer-centric organization

Customer Star: how to build a customer-centric organization

With Professor Stefan Michel

While customer orientation is a well-known construct theoretically, companies around the globe and across industries often fail to be perceived as customer centric by their customers, or struggle to prove the link between customer excellence and bottom line results to shareholders. The objective of this stream is to help participants identify their blind spots with respect to customer centricity, and to learn best practices from Faculty, guest speakers and fellow participants.

The Customer Star serves as an overarching framework that ties together the customer's universe with the world of your organization. Interactive discussions on each Customer Star element help participants to reflect and define executable action goals. The five sessions address both business-to-business and business-to-consumer markets across different industries. Each session includes an interactive introduction to the topic, one or several case studies, and time for group discussions and participant exchanges.

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Program Overview | Description, dates and fees | OWP spirit | Related programs | Team Offers | Program Content | Program structure | Morning plenary sessions | New frontiers in decision making | Feeling good about making money: social responsibility and cash flow | Building a corporate culture in the 21st century | Governance successes and failures around the world | The power of China in the new world | Morning streams | Leading at the edge: how to bring out the best in yourself and others | Leading the family business: leveraging complexity for outperformance (8.30 - 12.30) | Navigating the future | Customer star: how to build a customer-centric organization | Leadership journeys: exploring the dynamics of power, collaboration, trust and authenticity | Strategic partnerships to gain competitive advantage | From scenarios to strategic priorities: getting your team aligned | Feeling crushed by complexity? Effective ways to simplify your business | Re-inventing the private sector: new business models | Leading the global enterprise: confronting new discontinuities | Afternoon insight sessions | Afternoon streams | BRICs and beyond: lessons from emerging markets | Driving innovation: from simply more dollars to social change | Leading for sustainable supply chain operations | Breaking the code: winning through entrepreneurial action | Building learning organizations | Mergers and acquisitions: a strategic finance view | The hard and soft, big and small, good, bad, and ugly sides of change | Creating dream teams: is it possible? | Moving up to enterprise leader: the Seven Seismic Shifts? | Actionable growth ideas: capitalizing on new business opportunities | Keynote speakers | John Micklethwait, Editor-in-Chief, The Economist | Yves Rossy, Jetman | James T. Hackett, Chairman & CEO, Anadarko Petroleum Corporation | Faculty Insights | Publications | Videos | Alumni | Alumni community