World Class Customer Experience Excellence 2017Date: 12th - 14th April 2017, Malaysia
Overview
The facts are clear: Customers select brands and remain loyal when the experience they receive is distinctive, consistent and what they were promised. Strong brands supported by powerful customer experiences drive immense commercial value. Why then, do so many business talk a good game but fail to deliver what their customers want? Changing the way organisations behave to transform customer experience is one of the most complex challenges faced by the business leaders today. In this practical and intensive programme, Mike Ashton harnesses years of board-level experience to offer a practitioners guide to customer experience excellence with tools and techniques that will produce powerful results in any organisation.
The programme will include the unique and live “Retail Safari” at Apple Store Malaysia, The Ritz-Carlton, Starbucks, and leading bank branches. This shall enable attendees to benchmark customer experience delivery in non-banking environments against local banks.
Learning Objectives
- How to ensure your brand strategy will deliver real commercial gains
- How to assess the financial and operational implications of your brand strategy
- How to win board level support and sustained investment
- How to model the customer journey and identify ‘make or break’ touch points
- How to assess organisational fitness’ and performance gaps
- How to develop a language for change that will get everyone talking
- How to overcome departmental resistance and internal politics
- How to prepare a properly resourced Change Management Plan
- How to prepare a Customer Plan to align all departments behind agreed priorities
- How to convert marketing strategy into operational procedures&processes
- How to ensure investment in training produces enhanced performance
- Essential leadership and communication skills
- How to know whether you’re on track and demonstrate progress
Who Should Attend
This Masterclass is designed for business leaders and professionals wishing to build their understanding of customer experience transformation and organisational change. The programme will enable directors & managers to lead transformation in their organisation.
- Head of Ombudsman / Grievance Redressal
- Strategic Planning
- Regional / Area / Zonal Managers
- Branch Managers
- Distribution Managers
- Personnel team
- Account Managers
- Head Service Quality
