Branded Customer Experience Strategy and Design
About This Course
In today's business environment, customer experience (CX) has overtaken price and product to gain competitive advantage. According to a recent Global Customer Experience Benchmarking Report, 90.9% of organizations agree that CX is a primary differentiator.
With increasing customer expectations brought about by limitless product choices, organizations must recognize that failure to stand out will be detrimental to business survival. The end-to-end experience delivery – starting from product search to the purchase experience and all the way to the customers’ use of the product or service – must be seamlessly exceptional yet true to the uniqueness of the organization’s values and brand promise.
What You'll Learn
Armed with these powerful determinants of how to influence customer behavior and loyalty towards the brand, participants will be ready to design a Branded CX model unique to their own organization’s brand promise. They will be guided by experienced Nanyang Polytechnic's domain specialists who provide consultancy in implementing the course concepts into fruition.
Entry Requirements
Supervisors and managers who have involvement in service quality, operations, marketing, customer experience or customer service, as part of their work role.