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Shanghai, China, 2009/07/01 - TCE Model Building e-Workshop is designed to help Marketing, Sales and Service Executives build a TCE model to monitor, manage, and enhance the total customer experience across multiple channels.
Total Customer Experience Model Building e-Workshop is designed to help Marketing, Sales and Service Executives build a TCE model to monitor, manage, and enhance the total customer experience across multiple channels and touch-points throughout the whole customer lifecycle.
The content of this program is based on the U.S. patent-pending Branded CEM (Customer Experience Management) Method, invented by Sampson Lee, Founder of G-CEM.
Why Build a TCE Model
The TCE Model provides a number of distinctive advantages for managing customer experience - it formulates a management system that gives quantifiable metrics to monitor results; it provides a scientific approach that clearly explains the relationship between satisfaction, buying behavior and even word-of-mouth referrals; it applies sound and solid management principles to correlate customer experience and brand strategy. For the first time, you will be able to visualize how to deliver and manage an integrated and consistent Total Customer Experience (TCE) for your customers across the matrix of multiple touch-points and channels. Gain an edge with these three points of differentiation:
Quantifiable--it allows you to listen to the Voice of Customers (VOC) systematically, put customer experience data to practical use, and form a measurable TCE management system;
Outside-in--it gives you a different fulcrum to drive the change program of your company using an outside-in approach, through customer experience data, for a shift from product-centric to customer-centric; and
Effective--it creates an effective total customer experience, from which both your company (achieving business targets) and your target customers (feeling more satisfied) can benefit.
What You Will Learn
This program is composed of three components: Pre-workshop e-Readings; an e-Workshop, and Post-workshop e-Coaching. By the end of the program, participants will learn the following:
Understand--understand the principles of effective TCE management: how to create a memorable, positive, and highly differentiated experience across multiple channels and touch-points with minimum resources;
Build--build an integrated and quantifiable TCE model: how to map touch-points and associated channels across entire customer lifecycle, define typical customer journeys by different segments, and build a pragmatic TCE mode; and
Use--use the TCE model to achieve corporate objectives: how to manage TCE by increasing ARPU and decreasing churn, delivering consistent and branded TCE across channels, and improving sense and response time and effectiveness.
Who Should Attend
This program is designed exclusively for the Marketing, Sales and Service Executives of Financial Services, who aim to:
• Build a comprehensive architecture to measure, manage, and improve TCE across the entire customer lifecycle;
• Measure the impact of TCE in driving satisfaction, differentiation, acquisition, retention, ARPU, advocates, and NPS;
• Lead the change from product-centric to customer-centric, and get management buy-in, with numbers and results.
Program Schedule: August 20, 2009 (09:00-10:30 GMT)
Program Schedule: August 27, 2009 (09:00-10:30 GMT)
G-CEM (Global Customer Experience Management Organization) helps companies to create effective customer experience. Our patent-pending methodologies combine the art and science of CEM in assessing and delivering branded and total customer experience (TCE). G-CEM International Partners are located in Europe, Asia, and North America. Our services include TCE Evaluation and CEM Certification.