• Date
    Oct 19 - 21, 2022
  • Duration
    2.5 days
  • Fee
    INR 1,10,000 + Taxes
  • Format
    On-Campus (Hyderabad)
  • Apply
Overview
Download Brochure

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

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.

faculty-avatar

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

Submit Your Details

,

Programme Finder

Identify the programme that is right for you using our Programme Finder.

Do you need help in identifying the right programme for you?

Get in touch with our Programme Advisors:

You can also call us on our Toll-free number 1800-309-0410 for any queries.