EXECUTIVE EDUCATION
The Center on Global Brand Leadership has developed an innovative three-day seminar for executives with Columbia Business School's Executive Education program, entitled "Customer Experience Management."
The class is led by Bernd Schmitt, Columbia Business School professor and groundbreaking author of Customer Experience Management and Experiential Marketing; with guest lectures by leading brand practitioners in New York and other leading Columbia faculty.
The three-day course shows how to use innovative products, services, communications and the Internet to create a total experience that stands out from the competition and wins the hearts of loyal, profitable customers.
Key Benefits:
Hands-on workshops will provide managers the practical tools and knowledge to create powerful experiences for their customers, and to change the culture of their organization from a product- and sales-focus to a customer focus.
Using New York as the classroom, students will benchmark cutting-edge environments like the Apple Store and identify the best practices behind experiences that drive customer demand.
- Discover how customer experience management (CEM) can add value and build customer loyalty
- Learn CEM- a project management approach to creating and managing experiences
- Build an experiential platform for your brand
- Examine how to create the best organizational structures and processes for experience management
- Develop an action plan for implementing experience marketing
Participant Profile:
Chief marketing officers and executives responsible for strategy in communications, retail outlets, Web sites, call centers or customer satisfaction.
Hear from Past Participants:
"The course is very structured & a great link between lecture & real experiences through visiting places."
Mr. Hyun Park, Head of Global Offering Management
Nokia
"Excellent - Schmitt is fantastic, thought-provoking."
Mrs. Linde Miscio, Director of Communications
Safeguard Self Storage
"Very strong program. Right level of balance between theory, concept, and real-life examples. The strong international and diverse company backgrounds of the staff and participants added to the overall impact of the program, which was excellent."
Mr. James W. Reid, VP Head of Regional Businesses Customer Operations
Aetna, Inc.
Click here for registration and full information at the Executive Education Web site.
