Customer Experience Management (CEM) Practical Workshop (CE)

Venue: Royal Plaza On Scotts

Location: Singapore, Singapore

Event Date/Time: Nov 15, 2007 End Date/Time: Nov 16, 2007
Early Registration Date: Oct 12, 2007
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Intuitively, we all understand the positive impact improving customer experiences can have on sales, retention, and loyalty. The questions are: how best to improve customer experiences for both the short and long-terms? And how best to measure the impact?

Customer experiences are made up of customer interactions – or touchpoints. A product, point-of-purchase display, email, conference room, ad, and salesperson are all examples of touchpoints. To improve customer experiences, you have to improve the touchpoints – that is a key to successful Customer Experience Management (CEM).

This workshop is dedicated to teaching you “how to” implement a proven and structured process for improving touchpoints. You will walk away from this interactive “hands on” workshop with the concepts, tools, and practical experience for improving and measuring customer experiences at the touchpoint level.