Transforming Customer Experience

Superior customer service can differentiate your business in the marketplace—if you design the right offerings and execute flawlessly. Led by HBS thought leaders who are experts in customer experience management, this program delves into the fundamentals of leading and managing service-oriented businesses. You will explore new strategies for designing sustainable service models, addressing gaps in service execution, and delivering a transformational customer experience.

Key Benefits

Taking a holistic approach to service design, execution, and transformation, this program prepares you to create an exceptional service culture that supports employees, delights customers, and drives organizational performance. You will return with the frameworks to align your firm's operating models and strategic service mission with changing consumer needs, shifting market demands, and an evolving competitive landscape.

Details

Design effective service strategies and offerings

• Develop operations and service features that support a highly refined service model
• Gain a deeper understanding of how to serve your customer base
• Develop a customer experience strategy
• Respond nimbly to market shifts and emerging competition

Ensure consistent, high-quality service delivery

• Improve the culture of service execution in your organization
• Create an environment that enables employees and customers to thrive
• Communicate your organization's strategic service mission
• Leverage technology to create and enhance service offerings and improve delivery

Expand your personal and professional network

• Extend your network by living and working with accomplished executives from various backgrounds, industries, and countries across the globe
• Build relationships with a diverse group of peers who can provide wide-ranging insights into your business challenges and career decisions

What You Will Learn

Through a rich learning experience that includes faculty presentations, case studies, hands-on workshops, and group discussions, this service management program prepares you to design and deliver transformational customer experiences. You will leave with a road map for creating a distinct and sustainable service model, maximizing customer engagement, enabling customers and employees to thrive, and securing a competitive edge in your industry.

Key Topics

• Making appropriate strategic tradeoffs in service design
• Differentiating on customer service
• Enabling and maintaining service excellence as you expand core services
• Ensuring that organizational capabilities are aligned with customer needs
• Addressing differences in customer segments and variations in customer compatibility
• Applying principles of human-centered service design to diagnose latent or unmet customer needs

Execution

• Implementing new approaches to understanding, managing, and serving customers
• Creating conditions that lead to brilliant service execution and thriving employees
• Creating more satisfying customer experiences and managing the customer experience over time
• Leveraging technology for more effective service
• Employing service analytics for ongoing improvement
• Identifying innovative ways to fund service

Transformation

• Identifying opportunities to improve service design or create new service offerings
• Communicating the vision
• Leading change across your service organization