
Executive Education Programme
Understanding, Creating and Managing Delightful Experiences
Elevate Your Brand with World-Class Customer Experience Management and Drive Customer Loyalty
In today’s competitive landscape, businesses that prioritize exceptional customer experiences stand out, retain loyal customers, and drive long-term success. The Understanding, Creating, and Managing Delightful Experiences programme at IIMA empowers professionals with cutting-edge strategies to master customer experience management and build unforgettable brand interactions.
This customer experience management course is designed for business leaders, marketers, and service professionals who want to craft, optimize, and sustain meaningful customer interactions. Backed by research and industry insights, the course offers a strategic approach to enhancing brand loyalty and customer satisfaction.
Programme Objectives
Our customer experience management course enables participants to:
- Design, implement, and optimize engaging customer experiences that leave lasting impressions.
- Understand key drivers of customer satisfaction and loyalty to gain a competitive edge.
- Leverage branding and pricing strategies to transform experiences into high-value revenue streams.
- Integrate marketing, operations, and service delivery for seamless and delightful customer journeys.
- Analyze experience-driven brands and apply their successful strategies in real-world scenarios.
Programme Contents
This customer experience management training covers four key modules:
- Module 1: Understanding Customers and the Experience Economy
Explore customer expectations, perceptions, and behaviors in an experience-driven world. - Module 2: Designing the Elements of a Delightful Experience
Learn how to create engaging and memorable customer interactions across various industries. - Module 3: Branding, Pricing, and Monetizing Experiences
Master strategies to effectively brand and price experiences for maximum customer and business value. - Module 4: Sustaining and Enhancing Experiences Over Time
Discover how to innovate and scale customer experiences to ensure long-term business success.
Pedagogical Methods
The customer service management training course employs an experiential learning approach, combining:
- Case studies from global brands
- Interactive lectures led by expert faculty
- Hands-on activities for real-world application
- Immersive learning experiences designed to replicate customer engagement scenarios
Why Choose IIMA?
As one of India's premier management institutes, IIMA offers a distinguished customer experience course that integrates academic excellence with industry relevance. The programme is led by Prof. Subhadip Roy, an expert in marketing and experience management, and supported by IIMA’s cutting-edge research and real-world case studies.
Who Should Attend?
This customer experience programme is ideal for:
- Senior and mid-level executives in hospitality, retail, tourism, entertainment, and service industries.
- Entrepreneurs and business owners aiming to build strong, experience-driven brands.
- Marketing and operations professionals responsible for crafting and managing customer experiences.
Programme Faculty
Led by Prof. Subhadip Roy, this programme brings together a team of industry experts and academicians specializing in marketing, branding, and experience management.
FAQs
1. What is the duration of the course?
The programme is designed to provide an immersive learning experience over a structured timeline of three days.
2. How will this programme help my business?
The course equips you with actionable strategies to enhance customer engagement, drive brand loyalty, and increase revenue.
3. How can I apply?
Fill out the enquiry form below and one of our Academic Counsellors will get in touch with you to help you with the programme information and application.
4. What is the programme fee?
The programme fee is INR 1,20,000 plus applicable GST.
5. Is there any discount available?
Yes, an early bird discount is available. The discounted fee is INR 1,11,600 plus applicable GST for those who enroll before the specified deadline.
Join the Understanding, Creating, and Managing Delightful Experiences programme and elevate your customer engagement strategy.