Developing and Managing a Winning Customer Experience

Businesses are increasingly recognising the complete experience enjoyed or endured by their customers is critical to customer retention, profitability and growth. This dynamic two day Customer Experience for Managers training course addresses why the customer experience is crucial to business success. The course identifies elements of success and assists those wishing to build a business case, and develop and execute a customer experience strategy. The course also provides an outline of critical customer experience tools and techniques.

Find out why, in a recent survey, 95% of business leaders in Europe said that customer experience is the next competitive battleground! This was an increase of 24% compared to the same survey two years ago. 69% of consumers say that emotions count for over half their customer experience*. Why do 85% of senior business leaders say that differentiating on the physical is no longer a sustainable business strategy?*

During the course:
- Discover why Starbucks talks about the ‘third space’ when all they sell is Coffee!
- Discover why 44% of consumers say that the majority of their customer experiences are “bland and uneventful”.*
- Learn about Customer Experience award winners.
- Learn about what it takes to be a Customer Experience Award Winner.
- Define what emotions you are trying to evoke?
- Define the customer experience you are trying to deliver?

By the end of this Customer Experience Contact-point training courses, you will have learned how to:
- Build the business case for customer experience investment
- Assess your organisations customer experience strategy
- Develop a customer experience strategy
- Design a customer experience programme to deliver the strategy
- Develop your organsiation’s customer experience culture

Skills attained
- Evaluating Customer Experiences
- 360° Mapping of Customer Experience Touch-points
- Creating Strategic Customer Experiences
- Managing Customer Experience Processes
- Developing a Customer Experience Culture
- Customer Experience Personal Action Planning

To register:
(1) 20 to 21 January 2009 ► Register for this run
(2) 15 to 16 April 2009 ► Register for this run
Time: 9.00am - 5.00pm
Venue: NTU@one-north campus, Executive Centre
Fee: Standard: SGD$590.00 NTU Alumni: SGD$472.00 Group (3 & above): SGD$531.00


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