We are pleased to launch the first session of Customer Experience Management (formerly Experience Marketing), led by Bernd Schmitt, Columbia Business School professor and ground-breaking author of Customer Experience Management and Experiential Marketing.
The three-day course shows how to use innovative products, services, communications and the Internet to create a total experience that stands out from the competition and wins the hearts of loyal, profitable customers.
Chief marketing officers, brand managers, product managers and executives responsible for strategy in communications, retail outlets, Web sites, call centers or customer satisfaction.
Hands-on workshops will provide managers the practical tools and knowledge to create powerful experiences for their customers, and to change the culture of their organization from a product-and sales-focus to a customer-centric focus.
Using New York as the classroom, students will benchmark
cutting-edge environments like the Apple Store and identify the best practices behind experiences that drive customer demand
.•Discover how customer experience management (CEM) can add value and build customer loyalty
•Learn CEM—a project management approach to creating and managing experiences
•Build an experiential platform for your brand
•Examine how to create the best organizational structures and processes for experience management
•Develop an action plan for implementing experience marketing
| Faculty Director |
 |
Bernd Schmitt
Professor of International Business
Bernd Schmitt is Robert D. Calkins Professor of International Business at Columbia Business School in New York, where he also directs the Center on Global Brand Leadership. He is co-founder and CEO of The EX Group and is widely recognized for his major contribution to branding through his unique focus on the customer experience.
Professor Schmitt has authored or co-authored seven books which have been translated into 16 languages. In his acclaimed Experiential Marketing, he provides a framework for an integrated marketing approach that moves beyond the functional features and benefits of a brand. His book Customer Experience Management provides a five-step process for connecting with the customer at every touchpoint. His latest book is Big Think Strategy with Harvard Business School Press (2007).
Professor Schmitt is a frequent keynote speaker at conferences worldwide. As a consultant, his frameworks and tools are used by companies worldwide to gain competitive advantage through delivering a great customer experience.
Professor Schmitt's clients include leading companies in the consumer package goods, automobile, electronics, software, financial services, pharmaceuticals, beauty and cosmetics, hospitality, and media industries.
Full Bio
|
|
|
