Customer Experience Innovation
About This Course
• To enable learners to understand the importance of the components of customer journey mapping as a strategic approach to align the interactions between the organisation and the customer in optimising the desired customer experience.
• As the lesson progress, this 2nd session will provide the learners with the opportunity to apply the comprehension of knowledge and application from the case study to conduct customer research to understand types of benchmarking criteria and key performance indicators to Assess Service Quality and Customer Satisfaction data to uncover the key insights from user perspective through classroom lectures.
• To enable learners to transfer their learning to identify the factors of evaluating the proposed improvements through a synthesis process that helps to innovate customer experience strategy.
• In this final learning unit, the learners will collectively learn to incorporate the analysis results to plan the implementation of the agreed recommendations that enhance the customer experience.
• Following a group discussion, learners are required to show case a conversational role play to demonstrate the know-how of presenting the plan for the implementation, prototyping the proposed solution to gather user’s feedback to ensure that it fulfils the unmet and desired needs of customer experience.
• Learners will finally have the ability to understand the need to define the strategic objectives or divers of planning to review the pros and cons of each proposed option of the implementation of the agreed recommendations to meet the desired customer focused strategies for future intervention.
What You'll Learn
map through interactive class lecture.
• Learners will be introduced to a comprehensive case study coupled with fundamental knowledge of customer journey map to define a better customer experience strategy
• This is to enable the learner to identify and prioritise the important components of Customer Journey map to measure how product/service supplied by an organisation meet or sur-pass a customer's expectation.
• Learners will go through the case study and will be required to extract the relevant information to support their learning on defining the Components of a Desired Customer Experience through class discussion.
• Following a group discussion, based on the case study, learners will put learning into practice by using their mobile phones Apps or tablets to conduct a survey and share their collective experience on the different phases of the customer journey and interpret their experiences with the group.
• This Learning Unit focuses on factors to understand methods to evaluate the impact of the proposed improvements to invent better customer experience.
• By applying the newly acquired knowledge and skills from the activity learners will learn methods to evaluate the factors of the proposed potential improvements to innovate the customer experience.
• Through peer discussions within their respective groups, learners will develop a flow chart on the proposed improvement to innovate the customer experience building on the RATER analysis data.
• Learners will write the ‘’Types of improvement to innovate customer experience” in a Flip Chart and use a post-it stick paper to categorise the experiences according to the relevant components of a desired customer experience. Building on the collective ideas/experiences shared within the group, learners will list and prioritise the processes to analyse the components of mapping.
Entry Requirements
This module is designed for individuals or company leaders with the skills and behaviour to excel in their roles within the retail sector targeting career tracks covering:
Retail/Operations Manager
Store Manager
Assistant Manager/ Brand Management
Supervisors
Team Leaders in the daily business activities of the retail store
E-Commerce.
Entry Requirements
The basic entry requirements will ensure that learning is pitched at a correct level:
GCE ‘O’ level Credit (at least C6) in English and Mathematics or Workplace Literacy and Numeracy (WPLN) score: Level 6 for Reading, Listening and Numeracy, and with at least 3 years supervisory/managerial working experience in retail or Professional/Managerial/Management Executive (PME) position in non-retail sector.
Industry practitioners who have the relevant work experience from other service industries or sectors wanting to enhance their knowledge and skills, wanting to expand their job portfolio in the industry.