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Wednesday
28
MAR

Customer Experience Management

16:00
18:30
UG Startup Factory
Event organized by UG Startup Factory

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UG StartUp Factory will host a workshop on Customer Experience Management. The workshop will be conducted by Hayk Asriyants- a senior manager, management consultant and project manager with over 12-year industry expertise. Throughout his career, he has worked with Armenian, Georgian, and transnational companies and organizations of various scales and spheres. Hayk specializes in Customer Experience Management, a cross-functional practice aimed at meeting and exceeding customer expectations, increasing customer satisfaction and fostering customer loyalty thus contributing to sustainable business growth.

About Lecture:
The link between customer loyalty and true, sustainable, organic growth is well established.​ Loyal c​ustomers buy more, stay longer, refer friends, and provide feedback and ideas.
The workshop will cover the following subjects:
Customer Satisfcation vs. Customer Loyalty
Loyalty Conversion Effect
Customer Loyalty measurement index (Net Promoter Score®)
Customer Experience management frameworks (Net Promoter System)
Closed Feedback Loop implementation
Employee Loyalty
Mystery Shopping
Differentiation and Elements of Value

The attendees will also to participate in a Customer Journeys Mapping workshop.
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Duration:
2.5 hours + Q&A (~3 hours)
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Date:
28.03.18
16:00
Registration form

https://docs.google.com/forms/d/1f9PgmiUoAElbCN2GNycs7pb_nvYur8ZTqYlSvFkYKPE/edit