Customer Experience Management
31 October-01 November 2018, Jakarta-Indonesia
Every customer has an experience when they purchase a product or service. How should companies manage and respond to these experiences? This 2 days course will explain what customer experience management is, including taking a look at its benefits and strategies.
Catherine is an avid traveler and travels all over the world. She just recently traveled on 123 Airlines. The airline felt that on the day of Catherine's trip, they did a great job providing timely, friendly service. Catherine didn't complain during her trip but a few days later she posted a bad review on the airline's social media. Understanding what the customer is expecting and what they actually experience can be a very difficult part of customer management.
Customer Experience Management is the strategy a company has in place to track, respond to, and use feedback from customers. For example, 123 Airline needs to respond to Catherine's comments and use the comments to improve their services. They initially thought they had met the customer's expectations, but it turns out they didn't. This is why managing customer experiences is so important.
Benefits of Customer Experience Management:
With today's business world becoming highly competitive, it is important for companies to keep track of and respond to all customer feedback. This can be overwhelming as there are so many different ways a customer can leave feedback through the use of technology and social media. However, there are many benefits of using Customer Experience Management.
For starters, Customer Experience Management improves customer loyalty. If customers see that your company takes feedback seriously and responds to it, they're more likely to be loyal. Also, if there was an issue with their experience, they will feel more valued if the issue is addressed. Even if the issue is not able to be resolved, at least the company will know why they lost a customer. Then they can then improve in this area so that they don't lose more customers in the future.
Customer Experience Management also attracts new customers. Some consumers won’t buy a product or service without first looking at the other customer experiences online. If a company has a handle on customer experiences and is responding, it’ll help customers choose that company.
Lastly, Customer Experience Management increases revenue. Overall, using the feedback from customer experience management can help a company to increase customer loyalty and attract new customers. Understanding the customer’s expectations can help the company to make changes to keep current customers and attract new customers which all helps increase revenue for the company.
Professor Francis Piron
Professor Management, Marketing, International Business
Professor Marketing at Helsinki Business School, Finland.
Professor Marketing at Shantou University Business School, China.
Professor Marketing at Troy University, US.
Professor (Doctoral program) at Swiss Management Center University, Switzerland.
Visiting Professor at a few universities, such as: International Business University Teknologi Malaysia, Marketing at University of Macau, Marketing at Nanyang Technological University Singapore, Marketing at University of Professional Studies Ghana, Management at Laapeenranta University of Technology Finland, International Business at Tianjin University of Technology China, Management (MBA program) at Peking University China and MBA program at China-Europe International Business School (CEIBS) China.
Comments About Professor Francis Piron's class from Indonesia
Telkomsel Sales Team
"We think this training and the speaker is good. The material is extraordinary."
"Because we are sales team, following the marketing training make us have the same frequency with marketing people. So, we able to communicate each other better."
Well, nice training. Give us another view about marketing. Because of all us from sales."
Softex Indonesia Marketing Manager
"In 3 days of the training who guided by Prof. Francis Piron, I got a lot of benefit. Beside the theory, I got a lot of case study about the knowledge. Prof Francis Piron is good in giving the training. Everybody awake, no body sleeping. And this training is very applicable too. Success for Husin Group."
Jardine Lloyd Thompson Indonesia Associate Director
"This is the first time I took part in training marketing class. This training is quite interesting , the lecture is very mastered in marketing field and this also increase my knowledge in the marketing division."
Telkom Telstra Senior Marketing Communication
"My feedback about this training of course positive. Especially about the knowledge which given to us. Very very valuable and many from us get refresh again about the foundation of marketing. Also it’s very helpful to me performing in the office. How step by step be controller in office task. The trainer is very good. He is always do two way communication so each of us must be understand and get the application of the material. Not make us sleepy. This is a great training. He is very communicative. Maybe one suggestion , the time is too short with so many material. I hope success."
Bank Rakyat Indonesia EVP Marketing Communication
"I am everyday in charge as head of marketing communication. I think the material is very good , very comprehensive, almost all aspects of marketing management are discussed by professor. So I think for professional colleagues who want to find a comprehensive marketing management, please join this short course."
Telkomsel Indonesia International Marketing Plan & Strategy
"I joined the training organized by Husin Group. My experience in this training is very useful , the material is very good and applicable. Other benefits that can be obtained is extend our networking. Participants here is not only marketing manager, we can learn a lot , and there are also some participants from other countries, so that we can develop our marketing knowledge not just based on theory. Hopefully Husin Group more successful in the future."
Trakindo Utama RUE Marketing Manager
"I think this is very good training because not only learning about marketing definition, but also how this marketing can help us as company deliver the products and then make it sustainable on the market and this is good for supporting us in daily job."
Adira Finance Sales Distribution Director
"I am in charge for sales and distribution, this marketing course by Prof Francis Piron add me and my team knowledge in marketing."
Sanghiang Perkasa (Kalbe Nutritionals) Head of Sales
"This training is useful for people like me, because the training teach you a lot about facing supplier, distributor, the structural of negotiation so we can set the objectives more clear and a right process will make the negotiation more productive. I believe this training will add skills for practitioners like us, especially in daily negotiation. The structural, content, systematic of this course is fine, perhaps need more case studies."
Adira Finance Risk Management Director
"I joined this CMM training, Prof Francis conduct the course very concise, refresh our marketing knowledge especially on the established framework of marketing or updated framework, i think marketing colleagues worthed to join this marketing course."
Pertamina Lubricants Sales Area Manager Retail Bogor
"This CMM training is outstanding, we learn a lot marketing knowledge, maybe some of them we have been doing in daily job, but with this CMM training we get in-depth studying of marketing, hopefully we can improve our job in marketing."
Lafarge Holcim Head of Pricing Management & Business Intelligence
"I joined this world class marketing is to learn the world class marketing best practices, this 3 days marketing course is so packed and give a lot of input on how marketing should be implemented, I recommend other colleagues to join this CMM training."
Pertamina Lubricants SAM Retail DKI Jakarta
"This course is very important for me because we do our daily job without really understanding the core of marketing and product marketing knowledge, this class give us a lof of insight and it help us in making decision."
Bank Chinatrust CTBC Indonesia Product and Marketing Department Head
"This CMM course is well packaged by Husin Intelligence, the material is very good at refreshing our basic concept of marketing knowledge, the trainer is very good at marketing field and can help us interpret for the marketing implementation on different industries, and also give us a reference on our daily marketing. Overall i am quite happy and of course will I recommend this course for development and other marketing colleagues."
Asuransi Jiwa Inhealth Indonesia SVP Sales
"I think the training is very useful for Chief, Head of Marketing. The material is very complete, start from sales, pricing, strategies of marketing channel. 3 days time is just perfect because the material is quite a lot, many case studies and problem solving of the case studies, i think that's all from my opinion."
Adira Finance HR Director
"I joined the CMM training of Husin Group in 2017, my opnion this CMM training equipped you with the basic philosophy of marketing where those philosophy will guide you in the implementation of marketing strategies in your company."
Asuransi Jiwa Bringin Jiwa Sejahtera (Bringin Life) Kepala Divisi Strategi Pemasaran
"This CMM training is very useful for me, I am quite new to marketing (not even a year), many new marketing knowledged I learned in this training, hopefully I can implement this new knowledge in my company."
Pertamina Lubricants SAM Industry Jakarta 2
"This CMM training is like a short university in 3 days, where we learn a lot about theory of marketing and also the implementation/reference implementation in the marketing field, it is worthed."
Angkasa Pura 1 Airports Subsidiary Marketing Department Head
"According to me this CMM training is very sueful, we can refresh the marketing concepts in this training."
Angkasa Pura 1 Airports Property & Advertising Marketing Department Head
"For me this is outstanding training because we can learn marketing in our capacity as managers, material is very useful for our business in managing marketing activities in the airport."
Total Oil Indonesia VP Marketing
"In this 3 days marketing course, many marketing concepts being taught comprehensively, it gives me a lot of holistic/big picture on how to use and translate the marketing concepts in my daily job. Thank you Husin Group for conducting this course."
Bank Commonwealth Head of Region Jabar and Jateng
"Banking 3.0 training is the training about future banking, its very interested, the trainer also very experience, we learned a lot of new things from this session."
Bank BRI Transaction Banking Staff
"This training is very useful for us, from banking point of view, from marketing point of view, from selling and product point of view. Its very complete, really useful for banks."
Bank Permata SVP Head of RB Strategy & PMO
"This training is very good, the trainer also very competent, I recommend this Banking 3.0 for other banking colleagues, again thank you Husin Group for doing this training."
Bank Commonwealth Head of Sales and Distribution
"I am in charge of sales and distribution, this training gives a new perspective about future banking, open our mind to see from customers point of view not from banking point of view, so bank can know what are the customers need and can match customer needs. This training is really useful to equip our banks for the future."
Bank Mega Managing Director
"I think the Banking 3.0 is a good training to give input for banks on how to prepare for the future."