Ré-enchanter l'expérience client off line à l'heure du digital Ré-enchanter l'expérience client off line à l'heure du digital
PROGRAM OVERVIEW
At a time when all sectors are being affected by the digital revolution, how can we guarantee a positive customer experience, both online and offline? How can we go beyond a simple cross-channel approach? How can we give back a noble and meaningful role to our network of agencies and physical boutiques? How can we refresh the customer experience when we interact directly with them in the physical world? And how can we manage the growing number of online and offline contact points?
And what impact can one crisis after another (health, environmental, geopolitical, economic, energy, inflationary) have on customer expectations and therefore on the way we manage customer relations?
This program has been designed to answer these questions.
Executive Short Program Ré-enchanter l'expérience client off line à l'heure du digital
The program is aimed at:
Marketers, sales people, customer relations and customer experience managers.
Requirements: An interest in customer relations, some knowledge of marketing, but not necessarily an expert.
*Net price, HEC Paris is not subject to VAT. Prices, dates, teaching teams, and program content are subject to change.
Objectives
Formalize, analyze and optimize a customer journey
Identify and respond to customer pain points
Get more value from your CRM and customer data.
Strengthen customer orientation and optimize customer indicators
Redefine your purpose in the face of current crises
Program
The program is offered in a 2-day format.
- The multiplicity of channels and customer contact points
- The need for a cross-channel approach
- The key concepts of customer satisfaction, customer journey and customer experience
- The Blue Ocean strategy in the customer dimension
- Mapping the customer journey
- Re-enchanting the shopping experience (case studies from various sectors)
- Data and AI at the service of the customer
- Lessons from current crises
- The physical contact point in customer strategy
- Customer satisfaction and pain points: identification and solution
- Putting things into perspective
Academic Direction
Pedagogy
This program will combine theoretical contributions (marketing, strategy, customer relations, data...) with concrete examples from a wide range of sectors and group work, for a dynamic and participative teaching approach.
Capitalization 
This program is creditable towards an Executive Certificate from HEC Paris Executive Education.
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Complete our form to check your eligibility and initiate the registration process.
The program is accessible to people with disabilities. Contact us to discuss any additional needs or to obtain the Public Accessibility Registry."
Funding options
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