Transforming Customer Experiences

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Learn how to Transform Customer Experiences

Build Profitable Customer Relationships

Transforming Customer Experiences

Date

Jun 22 - 24, 2023
Duration

3 Days
Fee

INR 1,30,000 + 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.

Limited seats remain. Applications closing soon

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 are replete with distinctive teaching methodologies and an intense and challenging learning environment that pushes participants’ learning horizons beyond their pre-existing beliefs. Through lectures from distinguished faculty, local and global case studies, business simulations, and group discussions with extraordinary peers from a broad range of industries, regions, and functions, you will be equipped with the strategies, tools and insights required to transform your thinking and achieve ambitious business objectives. You will return to your organisation, fully ready to apply what you have learned. You will also take with you a rich network of relationships that will enrich your personal and professional lives long after you complete the programme.

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

Admission Criteria and Selection

We admit candidates to upcoming sessions on a rolling, 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)

Faculty

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

On successful completion of this programme, you will be a part of the ISB Executive Network, a vast community of senior executives and entrepreneurs across the globe.

The benefits of the ISB Executive Network include:

Access to ISB Executive Network LinkedIn Group
Access to support e-mail ID
10% discount on open executive education programmes
Newsletters

Learn More

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Executive Education

Build Profitable Customer Relationships

Transforming Customer Experiences

Transforming Customer Experiences

Summary

Who Should Attend

Learning Experience

Admission Criteria and Selection

What You Will Learn

Key Topics

Module 1: Market Disruption and Customer Centricity

Module 2: Creating Value for The Customer

Module 3: Developing Customer-Centric Offerings

Module 4: Positioning Your Product or Service

Module 5: Managing Customers Profitably

Faculty

Siddharth Singh

ISB Certificate

ISB Executive Network

Download Brochure

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