Transforming Customer Experiences

Programme Overview

Superior customer service can differentiate your business in the marketplace. Organizations are finding that if they enhance the customer experience, a relationship can form between the customer and the organization. Sustaining this relationship over time leads to customer satisfaction and loyalty, which enhances an organization's competitive position and increases its profitability.

Learning Outcomes

On completion of the programme, participants should be able to:

Enhance competence as future leader.
Gain knowledge, skill and ability in Customer Management.
Enhance ability to formulate program and action plan to address real-life business issue.

Programme Curriculum

1. Customer Managment : Customer Centric

Understand customer
Build a customer centric culture
Develop customer-centric strategy and tactics

2. Customer Management : Value Proposition

Economic value
Functional value
Social value
Experiential value

3. Customer Management : Satisfaction to Loyalty

Customer acquisition, retention, development
Measurement
Intervention
From customer satisfaction to customer loyalty

4. Customer Experience Creation

Understanding customer experience
Personalization and targeting along the customer lifecycle
Customer experience best practices

Key Benefits

Complimentary 2-week access to one of the selected Self-Paced Programmes for Executives
Certificate of Attendance will be awarded to participant upon completion of the programme
Special offer on Self-Paced Programmes for Executives subscription
Consultation session at special rate is available upon request
Becoming an Associate Member of CUHK Business School Alumni

Who Should Attend

Senior executives in either B2C or B2B companies wanting to improve service, including service companies, product companies with service-based strategies, or companies shifting from a product focus to a service focus.

Certificate of Attendance

Certificate of Attendance will be awarded to participant upon completion of the programme.

Duration : 1 day (Total 6 hours)

Programme Dates: 23 October 2024

Venue: Cheng Yu Tung Building, CUHK Shatin Campus

Faculty

Prof. Howard Lam

Associate Professor of Practice in Marketing

Department of Marketing

Biography

Programme Details

Programme Dates: 23 October 2024

Application Deadline: 24 September 2024

Medium of Instruction: English / Chinese

Duration: 1 day (6 hours)

Venue: Cheng Yu Tung Building, CUHK Shatin Campus

Programme Fee: HK$9,000

Early Bird offer: HK$7,920 (register by 31 August 2024)
“Learn together” offer: HK$7,920 (enroll in the same programme with friends)

Remarks: Two applicants must enroll together at the same time in the same programme. Therefore, this offer does not apply when enrollment of two participants at different times or for different programmes.