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Hospitality Focused Programme

Customised Training

 

Advance your career.
Understand today. Influence tomorrow.
The Most In-Demand Subjects from the World's Leading Experts

Strategic Thinking In Customer Experience

Date: Customized

 

Most organizations today recognize the importance of improving customer service to differentiate from the competitors. However, this is an out-dated thinking and no longer appropriate! Customer service is only a touchpoint of a whole experience. What people are looking for today are experiences that will make a difference in their ordinary life, generate positive emotions which can then be shared with their friends and families. Those who share their experience wish to see your organization do more business and to succeed. Consequently, customer experience is one of the primary generators of the most powerful marketing tool: positive word of mouth. In order to achieve this, organizations must start thinking strategically about how to incorporate customer experience (and beyond) in their structure. However, where do we begin? The very first step of a successful customer experience is listening to their preferences and thinking strategically on how to translate these elements into the organizational structure. 


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Who is the course for?
This course has been designed for senior functional managers, general managers and executives with decision making powers and entrepreneurs.

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Benefits & Tools

  • After this 2-day module, participants will discover the importance of bringing customer experience to the strategic level and/or vice versa. It will also prepare the participants with the right knowledge, competencies and mindset to think strategically when designing experience for customer alignment and competitive differentiation.

Acquired Knowledge & Skills

  • Explain how strategic thinking and design influence the customer service experience
  • Translate strategies into organization's operational activities which influence service experience
  • Defend the importance of thinking strategically and bringing your organisation closer to your customers/guests
  • Explore effective practices for bringing the voice of the customer/guests into the organisation for strategic design
  • Develop and implement a rational customer experience in line with organization's strategy
  • Integrate strategic thinking and brand service values into daily actions for customer experience enhancement

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Trainers

 


  Roxana Manolescu  
  Programme advisor  

Contact us

  mail   roxana.manolescu@winsed.swiss   
  phone  +40 752 220 202

Interested in our upcoming personalised courses ?

See our
Open for Enrolments Courses

 

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