Now more than ever, executives agree that customer experience is critical to how their firms compete in today’s dynamic marketplace. Market research reports also show a high correlation between good customer experience and increased customer loyalty.

There is also a strong correlation between a well articulated customer strategy and customer loyalty, but many companies find that they lack a full understanding of what their customers really want. Often, a disconnect exists between the metrics that are used to evaluate the customer experience and the needs, requirements and expectations of those customers. Creating a positive customer experience requires strategic preparation, continual intelligence gathering, the ability to adapt with innovative responses to customers, and the integration of a CEM mentality throughout the organisation.

In this fiercely competitive local retailing environment filled with countless identical retail offerings, the use of good customer service can help retailers gain a competitive edge over the others. The time has come when shoppers, because of their increasing sophistication and affluence, are demanding better customer service.

In today’s era of globalisation, e-commerce and standardisation; most products and services are becoming commoditised, such that the only way to gain a competitive edge is to differentiate them through customer experience and service excellence.

Why should you attend?

The increasing volatile market has prompted corporates to rethink and re-evaluate Customer Experience Management (CEM) Strategy for better understanding the wants and needs of customers and maintaining a competitive advantage over competitors.

Rendering the expansion of satisfying customers wants and needs to an in-depth basis through feasible customer touch point development

As the industries in the region mature and become increasingly integrated with the global economy, both domestic and foreign investors are demanding more awareness in overcoming customer churn

Keeping a close eye towards the need of monitoring customer feedback to unconventional means to analyse and appraise the current market situation and point out the distinguishing features and core principles central CEM

By promoting the importance of a sophisticated CEM strategy, organisations in the region would develop and implement a sound and globally integrated framework to manage and secure customer loyalty. 

For more information on the full event brochure or registration process, please contact Miss Chew Wan at LeeC@marcusevanskl.com

Key Topics

- Adopting “Prosumerism” into innovations of customising products & services of the future

- Integrating CRM & CEM findings to obtain high quality information in boosting customer loyalty and enhance corporate value

- Designing a 21^st century Customer Experience Strategy to meet the high demands of retaining customer loyalty

- Tapping into the second generation Personas on your brand image and translating it into a perfect customer experience

- Drawing on social media marketing & social networks to maximise customers’ experience.

Attend this informative event and gain practical insights into:

- Launching and prioritising customer focused initiatives and models to enhance customer engagement

- Exploring other means of customer engagement through non traditiona metrics to effectively measure customer experience

- Keeping up with rapidly changing technologies in obtaining concrete customer data

- Highlighting social media and social networking as marketing tools to enhance brand loyalty

- Analysing complaint and feedback data via different channels and models

- Increasing your ROI with the correct approach towards engaging a personal customer experience

- Devising the right strategy to combat the customer experience generation gap

Who should attend:

Presidents, Vice Presidents, Directors, Heads, Chiefs, Senior Professionals of:

- Customer Experience, Loyalty and Satisfaction

- Customer Relationship Management

- Customer Care and Support

- Customer Acquisitions & Retention

- Branding/ Brand management & development

- Service Quality

- Service Delivery

- Service Strategy

- Consumer/ Marketing Research

- Product Development

- Business Development/ Intelligence

- Business Strategy & Planning

- Total Quality Management

- Quality Assurance

- Guest relation / client relation

- Telemarketing

- Sales & Marketing

From 

- Telecommunications

- Tourism & Hospitality

- Healthcare/ Pharmaceutical

- Insurance

- Banking & Finance

- Government Agencies

- Transportation & Logistics

- Media – Electronic & Print

- IT enabled services

- Business Process Outsourcing

- Retail

- FMCG

- Contact centres / call centres

- Manufacturing

- Service Related Industries