Developing Integrated Customer Experiences For Brand Loyalty

Marketing Institute of Singapore - Executive Development

Course introduction

Businesses have to differentiate themselves from competitors to make profitable business decisions. They have to re-shape the way they think and interact with customers to ensure service encounters are exceeding the customer expectations.
High performing organizations understand that any dissatisfaction experienced from some aspects of services could contribute to a customer’s switch to other service providers. They are aware that different target segments have different expectations and preferences.
Instead of applying a uniform approach to serving all target segments, they are leading the way in delivering differentiated customer experiences to exceed customer expectations prior, during and after the customer journey of buying at each and every customer touch-points, which ultimately creates brand loyalists.

Course Benefits

  • Review and redefine unique customer experience strategies to enhance customer loyalty.
  • Exceed customer expectations through a compelling customer experience strategy to create brand loyalty
  • Foster more collaboration within the company and with value-chain partners to deliver differentiated customer experiences.

Target Audience

Any Sales and Marketing Professionals who are involved in driving the customer experiences strategies. Also for sales professionals who want to refresh their sales skills.

Course Outline

  • Review and re-think customer experience strategies to deliver a compelling experience
  • Use Differentiated Customer Experience strategy as a powerful marketing tool
  • Identify the critical success factors to deliver a superior customer experience
  • Learn the concept of experience economy, service-dominant logic, and co-creation that enhance experiential value
  • Apply STDP strategies to personalize unique customer experiences for different groups of customers
  • Shape positive customer experiences in their purchase journey across multiple touch-points and channels 
  • Develop collaboration with internal customers and external partners to meet customers expectation

Available Course Sessions

Please click here to stay updated on upcoming sessions.

Trainer Profile

Cecilia Sim

Cecilia Sim is highly enthusiastic and motivated in facilitating participants to uncover and develop their personal and professional potentials. She includes gap analysis training methodology and walks the participants through self-discovery process to review past and existing workplace experiences, highlight necessary changes and revitalise next action steps for personal development and better results.

Cecilia is a bilingual facilitator who conducts programs according to learners and organisational background, needs and requirements. She has strong people skills and cross-border experiences to work with participants across different industries and cultures in the region. Her 20 years of extensive industry experiences came from her previous roles as Trainer/Facilitator, Sales Consultant, Assistant Director, and General Managers in various industries ranging from information technology, education, membership and management consulting. Her past corporate sales and marketing experiences include sales support for information systems, promotion of high profile memberships for MNC, SMEs and startup in many fields. She was responsible for portfolio repositioning, change management, sales results and performance of her team and organisation in her previous positions.

Her key competencies include corporate training, course development, and management consultancy services in the areas of sales and marketing, communication, customer services, supervisory management and mentoring.

Among many others, Cecilia's corporate clients include Ascendas Services Pte Ltd, Chemipac Marketing Services, Koda Ltd, ComfortDelGro Rent-A-Car Pte Ltd, Premier Rent a car, Diethelm Singapore Pte Ltd, Nike, Inc, MTU Asia, Kennametal Pte Ltd, American Express Singapore, Sime Darby Singapore Ltd, Spa Esprit, Applied Materials, SL Global Pte Ltd, Yung Wah Ind Co (Pte) Ltd, YHI Corp (Singapore) Pte Ltd, Chubb Singapore Pte Ltd, City Development Limited, Goodwood Park Hotel, York Hotel, PSC Group Limited, Singapore Food Industries Ltd, People's Association, WDA, Ministry of Education, Ministry of Defense, Singapore Police Force, People's Association, SAFRA. Her participants include organisations from Indonesia, Malaysia, Thailand, Vietnam, India, Pakistan, Australia, China and Hong Kong.

She holds a Master of Business Administration from University of Adelaide, Australia, Bachelor of Business Administration (Honor, major in Management Information System) from Northeastern University, Boston, USA. She also holds an Advanced Certificate in Training and Assessment (ACTA), WSQ. She is also a certified trainer for Service Professional (CSP) and GEMS.