CUSTOMER EXPERIENCE DESIGN 1:
DIFFERENTIATION STRATEGIES FOR COMPETITIVE POSITIONING

  • School: SHMS
  • Level: Advanced
  • Study time: 20 hours
Lesson series
This program explores why ultra-personalised services are the key to customer engagement, and customer value creation is the most important and crucial part of every business. For customers, value is the perceived benefits of the products or services received. For companies, the value is customer satisfaction, which results in the added profit margins, loyalty, retention, and gains in market share. You will learn how the most successful companies in the world found their differentiation elements and the key to sustainable business success.

WHAT YOU WILL LEARN

To move away from current industry stagnated strategies and embracing innovation and a customer centric business model as the key to success
To innovate and build differentiation experiences through an in-depth analysis of global trends
To adjust your business to consumers ever changing expectations to increase your profitability and and to apply the balanced scorecard to customer experience journey design
To analyse successful international business models and identify their unique selling points.

COURSE CONTENT

COURSE INSTRUCTORS

SONIA SANTANA

Co-Managing Director at Swiss Education Group Professional
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
Our vision is to be rewarded for the provision of learning products and services that provoke authentic, comprehensive, continuous, creative and challenging learning experiences. We want future learning, now.

COMPANY

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