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.
The link between customer loyalty and true, sustainable, organic growth is well established. Loyal customers 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
Differentiation and Elements of Value
The attendees will also to participate in a Customer Journeys Mapping workshop.
2.5 hours + Q&A (~3 hours)