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Experience Management

Experience Management

CETT-UB

Curso presencial

Barcelona


1.472

Duración : 2 Semanas

What are the key factors to guarantee the survival of a company in the current competitive market? The marketing paradigm is constantly changing towards the personalization of the service or a product which turns into a unique experience for the customer. The heartbeat of the design of the experience is to understand the customer and their wants and needs. Focusing on the needs of the customer allows for the creation of a story that reaches them and ultimately remains in their minds as a memorable Experience.

The course serves as an overview of the general characteristics of Customer Experience Management, analyzes the real cases of the most successful companies, and explores the practical possibilities of experience development as well as its management.

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Sedes

Localización

Fecha inicio

Barcelona

Requisitos

Undergraduate Students, Graduate Students or Young Professionals Accreditation of Languages: Level of English - Intermediate (B1-B2)

Temario completo de este curso

DEFINING CUSTOMER EXPERIENCEObjectives:
  • Observe the evolution of the approach from the commercialization of a product or service to the experience.
  • Identify the new generation of Customers.
  • Learn how to classify and analyze the customers and, therefore, improve the customer loyalty.
  • Learn about the scope of the customer experience in services.
Contents:
  • What is an Experience: From Product and Service towards Experience.
  • New Generation of Customers: What Are They After?
  • Experience Providers.
  • Experience Scope.
  • Strategic Experiential Modules.
CUSTOMER EXPERIENCE MANAGEMENTObjectives:
  • Get to know the key factors to control the servuction process.
  • Get to know the key factors of the memorability of the experience.
  • Get to know new ways to maintain customer loyalty.
Contents:
  • Customer Journey & Experiential Marketing.
  • Planning the Customer Journey: Mapping.
  • The Experience during the Servuction Process.
  • Storytelling.
  • Customer Loyalty.
INNOVATING CUSTOMER EXPERIENCEObjectives:
  • Develop analytical skills in the analysis of other companies’ practices.
  • Share expertise and learn about most successful practices.
  • Enhance the critical thinking and improve the capacity of decision-making.
Contents:
  • Focusing on Customer Needs.
  • Innovation Experience Methods.
CASE STUDIESObjectives:
  • Develop analytical skills in the analysis of other companies’ practices.
  • Share expertise and learn about most successful practices.
  • Enhance the critical thinking and improve the capacity of decision-making.
Contents:
  • Sharing Experience: Most Successful Practices.
Examples of Professional Visits:
  1. Majestic Hotel
  2. Olha Hotel
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