Stand out in the Experience Economy! Creating special moments for customers
About this course
Course objectives
Understand the Experience Economy: Gain a deeper understanding of the expanding experience economy and how it impacts customer interactions.Develop Customer-Centric Techniques: Learn techniques to understand customers better using design thinking.Create Special Moments: Discover the four elements to create special moments for customers and make them come back for more.Apply Real-Life Case Studies: Apply the knowledge gained through relevant case studies drawing from real-life examples.
Course description
Participants will be introduced to tools of “Power of Moments” and learn how to strive to improve the customers' experience. Powers of Moments" is based on the book of the same name by New York Times Bestseller Authors, Chip and Dan Heath. The framework includes 4 elements known as "EPIC": Moments of elevation - experiences that rise above the routine. Moments of pride- commemorate people’s achievements. Moments of insight -deliver realizations and transformations and Moments of connection - bonding.
Trainer Profile: Benedicte LIEW, Lecturer
Benedicte LIEW is a dedicated Lecturer at Nanyang Polytechnic, specializing in the School of Business Management. Benedicte holds a Bachelor's degree in Business Administration from the National University of Singapore (NUS). This program provided Benedicte with a strong foundation in business principles and practices, equipping them with the skills and knowledge necessary to excel in the field of business management. With a strong commitment to education and a passion for teaching, Benedicte brings a wealth of knowledge and experience to the classroom. Benedicte's expertise in business management and their engaging teaching style make them a valuable asset to the institution.
Target audiences
Hotel Executives, Tourism Operation Executives, Marketing Executives, Sales Executives and Operation Executives seeking to deepen or broaden their skills in this area