Innovative Customer Journeys: From Satisfaction to Loyalty

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 CRM
• Enhance ability to formulate 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

• Certificate of Attendance will be awarded to participant upon completion of the programme
• Consultation session at special rate is available upon request

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.

Programme Dates: December 2025

Application Deadline: 30 November 2025

Medium of Instruction: Cantonese (with English teaching materials)

Duration: 1 day (6 hours)

Venue: Cheng Yu Tung Building, CUHK Shatin Campus

Programme Fee: HK$9,300

• Early Bird offer: HK$8,414 (register by 30 September 2025)
• “Learn together” offer: HK$8,414 (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.

• Alumni rate: CUHK/CUSCS/APIB Alumni can enjoy a 15% discount on the programme fee