Customer-Centric Strategy

Enhancing Strategic Planning & Execution to Create Value for Customers, Employees, and Shareholders

Upcoming Dates and Tuition:

Fall 2026 Dates: October 12-15, 2026
8:30 am to 4:30 pm
Tuition: $6,500

Overview

Embark on a journey to become a strategy-centric executive whose organization focuses on customers, develops accountability partnerships with employees, increases sales, and rewards shareholders by growing enterprise value. In this program, you will learn how to bridge six strategy gaps in: (1) strategy thinking, 2) alignment, 3) formulation, 4) implementation, 5) monetization, and 6) embedding, and create superior performance.

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Who Should Attend

C-suite executives who are responsible for strategic planning and implementation in their organizations
Mid-level managers who are on the path to senior leadership roles and want to deepen their strategic thinking and execution skills
Business unit heads responsible for driving growth and performance in their respective areas
Chief Strategy Officers and professionals in strategic planning, corporate development, and business analysis roles
Human Resources leaders who aim to align employee performance with strategic goals and develop accountability partnerships
Sales and marketing executives looking to enhance their understanding of customer-centric strategies and improve sales growth
Entrepreneurs and business owners seeking to scale their businesses by implementing robust, science-based strategy
Board members, private equity advisors, and CEOs of family-offices who seek to nourish and grow portfolio companies

Outcome

An evaluation of your company’s strategy based on the strategy gaps
Understand the difference between customer focus and customer appeasement
Use accountability partnerships to increase your employees’ output and ability to implement your company’s strategy
Provide your sales team with a resonating value proposition to monetize strategy
Inculcate humility, listening and critical thinking to become a strategy leading executive

Program Schedule

AM Session

PM Session

DAY ONE

Gap 1 - Strategy Thinking Gap: From Thinking Inhibitors to Enablers

Explore and explode common myths about legacy strategy planning
Understand and measure strategy gaps using failure and success case studies
Learn the four most critical strategy thinking mistakes and solutions (salience, intuitive leaps, mythical numbers, staying put, more-is-better fallacy)
Distinguish among problem-solving, strategy planning, and strategy implementation

Gap 2 - Strategy Alignment Gap: From Internally-Focused to Customer- Centric Strategy

Understand the difference between actual and perceived alignment
Gaining strategy alignment (perceived and actual)
Learn how legacy planning using mission/vision, SWOT and industry analysis increases the strategy alignment gap
Learn how above-average companies lead strategy with science and customer focus
Importance of focus and customer-based strategy

DAY TWO

Gap 3 - Strategy Formulation Gap: Mastering Accountability Partnerships

Customer focus versus customer appeasement
The downside of customer listening (yes, you’ve read it right)
Developing your company’s customer value equation using science
Developing your strategy positioning statement
Common pitfalls in becoming customer focused
Using customer value equation to prioritize initiatives

Gap 4 - Strategy Implementation Gap: Mastering Accountability Partnerships

Leading implementation with accountability partnerships
Enhancing employee satisfaction with accountability partnerships
Pitfalls of communication, persuasion and motivation as employee management tools
Learn to more clearly link customer value and employee engagement to drive sales growth

DAY THREE

Gap 5 & 6 - Strategy Monetization / Embedding Gap: Communicating Resonating Value For Lasting value

Crafting resonating value propositions based on customer value equation
Communicating excellence based on achievement (not on promise)
Developing strategy systems with permanence and lasting impact

Interactive Workshop

Engage in a small group interactive workshop where you will:
- Develop and use your company’s customer value equation
- Engage employees through accountability partnerships
- Grow sales by developing and communicating resonating focus
- Close the gap between perceived and actual alignment
- Unlearn “legacy” habits in strategy planning

DAY FOUR

Self-Growth: Becoming a Strategy Centric Executive

Embracing humility, listening, and trust to become an effective strategy-centric executive
Self-evaluation in pairs (Reflect in pairs to understand your own areas of growth)

CEO Forum