CUSTOMER EXPERIENCE DESIGN 3:
PROFITABLE CUSTOMER JOURNEY MAPPING & BUSINESS GROWTH MODELS

  • School: SHMS
  • Level: Advanced
  • Study time: 20 hours
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Lesson series
This course will provide you with the tools to design a full customer journey for a selected property, following the guests experience excellence strategies learned. You will learn the different successful brands' growth models, analyse and reflect on the best fit for your company's expansion.

WHAT YOU WILL LEARN

How to map a customer journey for your own business
To create a business gap through competitor analysis
To analyse the different growth and expansion business models
To design a new blueprint for the customer experience

COURSE CONTENT

COURSE INSTRUCTORS

STEPHAN EARNHART

Managing Director of Swiss Education Group Profissional
MEET THE INSTRUCTOR
Stephan Earnhart is a versatile executive with more than 20 years of international experience helping people grow, designing learning and spearheading cutting-edge operations in the global hospitality industry. 

He has worked as a leader and consultant with The Mondrian, Swiss Deluxe Hotels, Walt Disney World Resorts, Georges V and the Four Seasons Hotels, Mandarin Oriental, The Ritz Paris, Rosewood Hotels, and The Ritz-Carlton.

SONIA SANTANA

Co-Managing Director of Swiss Education Group Profissional
MEET THE INSTRUCTOR
Sonia Santana is a business professional in the area of hospitality, with over 20 years of experience in international hospitality, real estate investment, asset management, hotel operations, feasibility studies, assessments, and expansion. 

Since 2011, Sonia has also directed major business developments in Colombia, Mexico, Spain, Miami and Switzerland as the Managing Director of Hotel Investments and as Hotel Development Director with Horwath International consulting for companies such as Hyatt, MGM, Marriott, Radisson, and others.

GUEST INSTRUCTORS

DAVID RICHEY
CEO at METIS
Founder of Richey International
KYLE RICHEY
Chief Product Officer at METIS
Co-Founder of Richey International