Why You Should Attend 

Businesses have to differentiate themselves from competitors to make profitable business decisions. They have to re-shape the way they think and interact with customers to ensure service encounters are exceeding the customer expectations.

High performing organizations understand that any dissatisfaction experienced from some aspects of services could contribute to a customer’s switch to other service providers. They are aware that different target segments have different expectations and preferences.

Instead of applying a uniform approach to serving all target segments, they are leading the way in delivering differentiated customer experiences with co-creation marketing to exceed customer expectations prior, during and after the customer journey of buying at each and every customer touch-points, which ultimately creates brand loyalists.

What Benefits You Get

• Review and redefine unique customer experience strategies to enhance customer loyalty.
• Exceed customer expectations through a compelling customer experience strategy to create brand loyalty
• Foster more collaboration within the company and with value-chain partners to deliver differentiated customer experiences.

What You will Learn

• Review and re-think customer experience strategies to deliver a compelling experience
• Use Differentiated Customer Experience strategy as a powerful marketing tool
• Identify the critical success factors to deliver a superior customer experience
• Learn the concept of experience economy and the application of 4Es strategies
• Share cases of the service-dominant logic and co-creation that enhance experiential value
• Apply STDP strategies to personalize unique customer experiences for different groups of customers
• Shape positive customer experiences in their purchase journey across multiple touch-points and channels 
• Develop collaboration with internal customers and external partners to meet customers expectation

How You will Learn

A practical, interactive and productive workshop which you will learn concepts and applications through

• Case studies
• Simulated workplace case scenarios
• Application activities and
• Review group discussions and presentations

It incorporates a practical and team/peer-based approach to engage participants actively in group discussion, presentation, sharing and application of customer experience concept and strategies. The participants will be using ‘real-life’ workplace case scenarios for peer and group discussions, reviews, critiques and propose improvements.

Who will Benefit   

Sales and Marketing Professionals who are involved in driving the customer experiences strategies