Customer Experience Management Seminar 2017
EVENT #: 6876
Customer Experience Management Seminar 2017
September 06, 2017, Wednesday, 8am - 5pm
AIM Conference Center
Makati City, PH
Learn More: https://www.fmi.com.ph/events/customer-experience-management-seminar-2017/
As consumers take the lead in the purchase cycle, such reality is exerting pressure in businesses to create remarkable and delightful customer experiences.
Customer Experience (CX) is the overall quality of all the interactions a consumer has with the company and its products and services. Customers are empowered. It is one of the hottest topics in the world of businesses today.
Customer Experience (CX) is more than serving your clients online. CX includes interactions through traditional channels, such as, website purchases, phone calls and live chat, as well as, social media, text and other emerging communication medium or touch points.
Learn how to create CX strategy that encompasses all customer interactions. Know your customers well so as to deliver personalized experiences that will entice them to remain loyal and to become advocates of your brand by actively spreading positive words about your company, products and services.
Key Seminar Topics
1. Customer Behaviour and Habits
Analyze consumer insights and culture to better understand your customers and efficiently engage with them. Millennials are now the largest generation domestically and worldwide. Make sure that your customer experience design is ready to keep up with the desires and expectations of these customers.
2. Organizational and Cultural Changes
Moving towards a customer-centric organization presents both challenges and opportunities. Customer-centricity is the future and an effective technology strategy is the stepping stone to realizing this goal. Customer-centric leaders should implement a strong VoC (Voice of the Customer) program and strategy and improve customer experience in order to drive profit and gain competitive advantage.
3. Beyond Products and Purchases
Customer Experience (CX) is defined not just by the product but by every interaction the customers have with your company. Innovative companies create strategies that are based not solely on the product, but on the entire product service experience. They create value for their customers beyond a traditional product category, thus resulting in significantly increased loyalty.
4. Measuring CX
How do you efficiently measure your Customer Experience ROI? Use data and customer experience metrics to guide your strategies. Know the other ways, apart from financial and customer feedback, that can help you measure if your CX strategy is working.
5. Effective Customer Retention Strategies
To deliver a great customer experience, you have to know your customer better than ever before. Creating and maintaining complete customer profiles will help your company understand and measure your customers' journeys at every touch point across multiple channels. By doing so, you will be able to deliver relevant offers to customers and have closer relationship with them that will drive loyalty and retention.
6. Employee Engagement
Employee engagement can enhance customer experience. How do you capitalize on your employees and make them your brand ambassadors? Your employees’ feedback and experiences with customers are important factors to consider in creating your CX program. By empowering, motivating, and incentivizing excellent work of your employees, you can expect them to treat your customers with care that they deserve.
7. Understanding of Digital Customer Experience
Digital platforms can now provide access to listen, understand, and add value to your customers’ lives. Great and remarkable customer experience demands digital. As consumers increasingly turn to digital media to evaluate and compare products and services, research companies, and make purchases, their digital experience can make or break your company’s success.
Who Should Attend
Managing Directors, General Managers, Business Owners, Entrepreneurs, Innovators, Business Development Directors/Managers, Strategic Planners, Corporate Planning Executives, Middle to Senior Level Decision Makers, CMOs, Brand Marketers, Product Managers, Category Managers, Advertising Managers, Sales Managers, CRM Directors/Managers, Digital Directors, Digital Marketing Service Providers, Agencies, Publishers, Media, E-Commerce Entrepreneurs, Startups, Account Managers, Branch Managers, Sales Managers/ Officers, Customer Service Representatives and Agents, Customer Care Personnel, Account Managers/ Officers, Government, Academe, and those who are involve in customer experience management and responsible for driving innovation, strategy, marketing, business development, and practicing business excellence and continuous improvement in their organization.
Registration Fee, Discount and Payment Scheme
PHP 7,599 + VAT, inclusive of meals and kit
Package of 5 + 1 (register 5 delegates and get additional 1 for free)
20% Discount for Academe/Students/Government/NGOs
10% Discount for Early Bird (Register and Pay on or Before July 30, 2017)
5% Discount to Past Delegates of Fiera Programs
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