Transforming Customer Experiences

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Date

Oct 19 - 21, 2022
Duration

2.5 days
Fee

INR 1,10,000 + Taxes
Format

On-Campus (Hyderabad)
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Overview

Overview
Curriculum
Faculty
Executive Benefits

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Summary

Customers have become increasingly demanding, and any failure to meet their needs can result in switching behaviour and loss of business. At the same time, it has become more expensive to acquire customers, thus making retention that much more critical to achieve scale and maintain profitability.

Transforming Customer Experiences is a programme to help you differentiate your product and service offerings to deliver a unified customer experience that offers a unique and compelling proposition to your customers. Customer loyalty is the foundation for improved customer lifetime value which has a tremendous bearing on customer profitability.

Who Should Attend

This programme is best suited for:

Senior executives from the marketing and allied functions of medium to large firms

Presidents and vice-presidents of smaller customer-oriented firms

Mid – level and senior managers
- Who are tasked with growth as a part of their business strategies
- Building or looking to improve their skills related to developing contemporary brands, managing, and growing existing brands, and/ or revitalising fading brands
- From sales and marketing functions who want to sharpen their brand management skills
- From service-oriented industries who are looking to improve customer service scores and improving NPS
- Who play a key role in crafting customer growth strategies
Senior executives from product, operations, technology teams who wish to gain a deeper understanding of customer-centricity and the impact on profitability

Learning Experience

ISB Executive Education Programmes challenge participants to become leaders capable of managing organisations holistically to achieve ambitious objectives.

The learning experience at ISB is a rich blend of on-campus classes, live virtual sessions, and self-paced online modules taught by the best minds in the business.

On-Campus: Experience learning in state-of-the-art classrooms and campus facilities designed to create an environment conducive to spark self-reflection, innovation, and collaboration.

Admission Criteria and Selection

We admit candidates to upcoming sessions on a rolling (first come first served), space-available basis, and encourage you to apply as early as possible to secure your seat in the programme.

Programme content, dates, schedule, fees, delivery platforms, and faculty are subject to change. Programme fee includes food and accommodation at the ISB campus or at an equivalent facility based on availability.

What You Will Learn

Become aware of the hazards of continuing with an inside-out approach to serving customers

Understand the need for customer-centricity to compete in disruptive environments

Appreciate the benefits of an outside-in focus as the founding principle of customer-centricity, and the strategic importance of a differentiated value proposition

Understand the key elements of a value proposition and their purpose

Construct a compelling, deliverable value proposition for your own offerings

Leverage the strategies for designing and delivering superior customer service

Link the value proposition to financial metrics that matter to top management

Key Topics

Module 1: Market Disruption and Customer Centricity

Introduction to customer-centric marketing process: Design thinking approach
Understanding customer needs and behaviour
Identifying the right customers to target
Marketing Research for Customer centricity
Growth Hacking

Module 2: Creating Value for The Customer

Understanding and leveraging customer journeys
Creating superior value for targeted customers
Ethical Issues
Comprehensive Case discussion

Module 3: Developing Customer-Centric Offerings

Learning and applying conjoint analysis to develop customer-centric offerings
Analysing Consumer Preferences

Module 4: Positioning Your Product or Service

How to plan and achieve the desired position for your product or service
Perception management in the digital world

Module 5: Managing Customers Profitably

Managing customer relationships across the customer life cycle
Customer Acquisition, Customer and Retention
Examining customer relationship health: Metric of Customer Lifetime Value (CLV)

ISB faculty includes leading academics with credentials and teaching experience from top global business schools as well as accomplished practitioners who have managed large enterprises.

Siddharth Singh

Associate Professor, Marketing

ISB Certificate

After successful completion of this programme, you will be awarded an ISB Executive Education Certificate, formal recognition of your professional development.

ISB Executive Network

As a part of the ISB Executive Network, you will gain access to a vast community of executives from across the globe.

The privileges of this exclusive community include:

ISB Executive Network LinkedIn Group
Newsletters
Access to ISB Executive Education Support
10% discount on open executive education programmes

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