Enhancing Customer Experience & Achieving Customer Retention for Success

Customer trends are evolving. Traditionally, business decisions, operational processes and organizational structures were designed based on company centric rather than the customer centric. However, the dynamism of customer expectations in the modern business environment requires business to treat customers as drivers of organizational decisions, processes, and changes.

The workshop delivers insights to CX philosophy and framework that allows participants to think from customers’ perspective, identify gaps, share insights and come up with innovative solutions to their customer engagement challenges.

Enhancing Customer Experience & Achieving Customer Retention for Success

Key Facts

  • Start Date: 6 June 2023
  • Duration: 1 day, 10am-5pm
  • Delivery Mode:
    • On campus (Face-to-face training)
  • Fees: 

    S$680.00* (Incl. of 9% GST)



Staff at all level

  • Accelerated Training Approach- Learning Design Re-patterning
  • Action Based Learning
  • Role-Play and Activity

  • Recognize the importance of building and maintaining excellent customer service
  • Understand today’s customers and what has changed
  • Learn what drives buying intent and how to leverage emotional triggers
  • Create customer personas and explore your customer journey
  • Learn secrets successful companies are creating amazing customer experiences

Upon successful completion of the Programme, participants will be awarded a verified digital certificate by London School of Business and Finance, Executive Education.

Course Outline

Psychological States in Relation to Customers


Emotional Buying Triggers of Consumers


Is CX for you - Self-Audit


Intro to Customer Experience Model


Key Elements for CX Transformation


What is the big deal of Data?


Creating personas with pain points and aspirations (template inclusive)


Understanding the Culture DNA


Mapping your Customer Journey


Drivers of great customer experience


The Disney’s Secret


Delighting & Onboarding - Are you doing it?


Steps to manage Customer experience


Customer Retention & Win Backs


The Pareto Principle and Power Law


CX metrics, measurement


The Retention Formula


Understanding Z.O.A.


Leveraging on technology


Proven strategies for customer retention


Request More Information

Contact a programme advisor by calling
+65 6580 7700

Back to top