This module focuses on the new trend of utilizing positive Customer Experience in marketing and winning customers. Customers expect more and they now want an “experience” that is consistent across all marketing channels. They prefer companies that use the information they give in order to deliver more value and provide personalized experiences. The topics are designed to enhance the student’s understanding on how organizations can differentiate themselves across channels, touch points, and interactions to not only engage customers but to also retain them in long-term business relationships.
Aug. 29, Sep. 5, 12, 19
8 hours a week
At the end of the module the participant will be able to:
Differentiate the strategic perspective of being product-centered and customer-centered in marketing through actual cases.
Learn how to analyze and architect the Customer Journey by analyzing cues and touch points that organizations use in engaging with customers.
Explore the process of mapping the Customer Journey for his/her organization to assess the strengths and weaknesses and develop recommendations.
Develop a Customer Experience Management Action Plan that would be beneficial to his/her organization.
Session 1: CX Foundations
What is Customer Experience?
The Product Experience
The Service Experience
Session 2: The Customer
Customer Empowerment and Delight
Customer Profiling and the Buyer Persona
Session 3: The Customer Journey
Customer Journey Map
Gamifying the Customer Experience
Session 4: Organizational Approach to CX
Customer Engagement in Customer Experience
Organizational CX Competencies
Applying EOS: Holistic CX Execution
Customer Experience Director, Q2R Solutions
REINVENT. Learn for Life.
Benilde - Continuing Education
(+63) 8230-5100 local 3802
(+63) 8400-5425 I (+63) 8400-7405