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

  • Duration: 1 day, 9.30am-4.30pm
  • Delivery Mode:
    • Live Online
    • On campus (Face-to-face training)
  • Fees: 

    Non-Member: S$428.00* (Incl. of 7% GST)

    Member: S$363.80* (Incl. of 7% GST)

    *Group discount for registration of 3 pax or more for the same course on the same date: 10% OFF

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

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