Service Marketing

Morning Session

  • Welcome and Introduction
  • Landscape of Service Marketing Every Product Comes with a "Service" Element
  • Six Fundamental Disconnects with Customers
  • Case Studies and Discussion Understanding Our Customers
  • What do we learn from the cases? What are the best practices and what can be adopt for our scenarios?

Afternoon Session

  • The Ten Principles behind Delightful Customer Experiences
  • Building Brand by Experience and Appealing to All Five Senses
  • Exercise What Customers Really Want
  • What you will do more or do differently in your daily work to create satisfying experience for customers and clients?
  • Review of Takeaways, Q&A and Concluding Remarks