Effective Customer Experience Management

To inquire more about our courses, you may call our Program Sales Officers at 830.20.50 or email us at cce-abib@aps.ateneo.edu.

Enrich the brand experience of your most important customer base through more accurate response and efficiency to sustain brand differentiation and customer loyalty.

Through effective customer data mining, Effective Customer Experience Management can be used to customize and optimize marketing strategies especially for the most profitable customer segment, avoiding waste of resources on less desirable ones. Know who or what customers to pursue and who to leave alone. Keep intimately in-touch with your target customer base.

After the course, you will:

1.  Gain insights on next-generation strategies that enhance customer experience;

2. Design your own brand differentiating customer experience journey across critical customer channels, such as: website, analytics, social media, and call centers; and

3. Identify opportunities and key strategies to emotionally engage customers by creating positively unforgettable defining moments for them.

Customer Relationship, Customer Experience, Customer Service Quality, and Marketing Managers

1. Overall Customer Management Framework

•  From customer prospecting, customer acquisition, and order processing
•  Customer care, retention management, collections, and data analysis

2. Customer experience management

•  Alignment with customer relationship management
•  Objectives, benefits, and latest trends

3. How to build and develop a customer experience management strategy

•  Customer journey map
•  Impact to various customer touch points
• (call center, web portal, social media)
•  Customer emotion curves

4. Designing a new customer experience to differentiate company with competitors

•  Benchmarking with the best
•  Understanding the competitor
•  Developing next best practices

5.  Mapping the new customer journey basic and differentiators

•  Developing the story board:
•  A Day in the Life of a Customer
•  Using the process maps
•  Identifying key success indicators