Make customer experience your organisation's competitive advantage

Our Customer Experience workshops equip you to create 'WOW' experiences to strengthen customer loyalty.

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Customer Experience is the new battleground for gaining a competitive advantage.

Offering quality products or services is no longer enough. That is the bare minimum requirement to being in business.

Neither is offering the cheapest rates possible. In fact, it is usually a wise move to steer clear of the race to the bottom.  

Hence you need a well-crafted Customer Experience journey to enjoy the following outcomes:

  • PROTECT MARKET SHARE
    Thanks to the Internet, customers are spoilt for choice when it comes to choosing vendors. Hence matching high customer expectations is critical when it comes to marketplace differentiation and avoiding commoditisation.
  • GROW LIFETIME VALUE
    Repeat customers are worth up to 10 times more than one-off customers. Furthermore, it requires fewer resources to sell an existing customer compared to a prospect. Therefore customer retention usually translates to higher profits.ployees' schedules.
  • CUSTOMER  ADVOCATES
    Online sentiments can make or break your brand. With social media, dissatisfied customers can easily broadcast their frustrations to the world. The opposite holds true for delighted customers. They have the power to can spark referrals at scale.

As an organisation, these challenges might be familiar:

01
You find that most Customer Experience resources are either filled with impractical theory, or you get a buffet of tactics without a conceptual framework
02
You feel daunted having to justify the business case for Customer Experience, along with winning support from key decision makers such the CFO
03
You don’t know where to start due to the complexity of the customer journey(s). The lack of confidence creates hesitation and inaction

After coaching 200+ executives on Customer Experience, we have witnessed what works and what doesn't.

This has led us to launch our flagship course "The Customer Experience Crash Course." We designed it to help corporate innovators (like yourself) cut their learning curve.

By engaging Collective Campus, you will discover how to:

01
Identify customer segments, map out key touch points within the customer journey while developing a deep understanding of what attracts and repels them
02
Implement proven Customer Experience methodologies towards driving innovative customer experiences that delight, attract and retain customers
03
Break down silos and fostering a culture of customer-centric innovation across your organisation. This is critical for uniting the organisation behind a common cause - the customer
04
Track the right metrics concerning customer health, while creating an accountability framework. This is critical when it comes to gaining support from key stakeholders.

MEET YOUR HEAD INSTRUCTOR

Shay Namdarian has over ten years of experience working across a wide range of projects focusing on customer experience, design thinking, and digital transformation. He has gained his experience across several consulting firms including Ernst & Young, Capgemini, and Accenture. In addition, he has coached teams on Customer Experience at companies such as Singapore American School, NAB, South East Water and Asahi Beverages.

You can check out his insights on Customer Experience here:

COURSE CURRICULUM

  • INTRODUCTION
    Gain an understanding of the importance of customer experience and the need for consistency across the different interactions a customer has with a business.
  • UNDERSTAND YOUR CUSTOMER
    Learn techniques that will give you a deeper and more intimate knowledge of your customers
  • JOURNEY MAPPING
    Learn how to take charge of your customer experiences by identifying and mapping key customer journeys.
  • WOW YOUR CUSTOMER
    Learn how to identify customer touch points that have the potential to create memorable experiences for your customers.
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