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Strategic Service Management HUMAN-CENTRIC CX: Designing Customer Experience Based On Ethnographic Insights

Credit Acquired : 5 credit(s)

Overview

Konsep customer service dan customer care telah mengalami evolusi menjadi konsep total customer experience yang meliputi perjalanan konsumen dari pre-, on-, sampai post-purchase. Pendekatan human-centricity dengan menggunakan riset etnografi merupakan tren terbaru yang dapat digunakan perusahaan untuk mendesain customer experience secara menyeluruh. Workshop ini akan membahas berbagai pendekatan tersebut melalui metode Case Method and Participant-Centered Learning ala Business School.

 

Outline

       How to Conduct Market Research with Digital Anthropology (Social Listening, Netnography, and Emphatic Research)

       How to Use Customer Journey Map to Improve Customer Experience

       How to Integrate Offline and Online Customer Experience

       How to Use Content Strategies along the Customer Journey

       Cases from Retail, Financial Services, Mobile Applications, and Others

Who Should Attend :
Frontline customer service manager • Customer care and support manager • Customer experience manager • Marketing manager • Market research manager • Individuals who plan and implement customer service decisions

Time and Location :

Jakarta
Philip Kotler Theater
MarkPlus Main Campus
EightyEight@Kasablanka, 8th oor
Jl. Casablanca Raya Kav.88


12 June 2017 - 16 June 2017
09:00 - 17:00

More Information :

ANNE
M : +62 877 0870 8820 
E  : anne.amelia@markplusinc.com
REFITA
M : +62 878 2180 8323
E : Refita.tiyastari@markplusinc.com


Ticket Price Quantity Total

Regular

IDR 9.000.000 0
IDR 0

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