DIGITAL CUSTOMER EXPERIENCE MANAGEMENT

TGS-2020505494

Word-of-mouth is arguably one of the best marketing techniques. Putting the customer in mind, this course is centred around offering an exceptional end-to-end customer journey and experience to attract more people to your businesses. Learn to extract information from customers with different demographics, demands, and buying patterns by directing the operating rhythm for customer management processes and obtain interactive experiences that engage customers.
  • Learning Outcome
  • Topics Covered

By the end of the course, the learner is able to:

  • Perform customer behaviour analysis using quantitative and qualitative assessment methods

  • Determine the various stages of a customer lifecycle

  • Determine the components of desired customer experience

  • Integrate key findings from customer research and analysis into customer journey for customer engagement strategy

  • Design interactive experiences and processes that engage the customers, in ensuring alignment with overarching customer journey

  • Establish key touch points with customers throughout the customer journey

  • Apply the best practices in customer relationship management based on the guidelines for customer management and engagement processes

  • Oversee that all active end-to-end customer lifecycle stages are planned and ready for implementation

  • Recommend enhancements to customer engagement strategy

  • Evaluate the effectiveness of customer experiences

  • Definition of Customer Experience (CX) versus Customer Service

  • Factors that Influence Customer Behaviour

  • Conducting Customer Behaviour Analysis

  • Stages of Customer Lifecycle

  • Components of Desired Customer Experience

  • Develop Overarching Customer Experience

  • Components of a Customer Journey

  • Integrate customer key findings into Customer Engagement Strategy

  • Strategies and tactics to engage customers

  • Design Interactive Experiences And Processes

  • Critical customer touchpoints

  • Touchpoint Mapping

  • Industry best practices in customer relationship management

  • Apply Best Practices / Processes for Customer Management And Engagement

  • Manage End-To-End Customer Lifecycle

  • Business Metrics

  • CX Metrics

  • Justify Improvements In Customer Engagement Strategies and Tactics

Certifications

Two e-certificates will be awarded to trainees who have demonstrated competency in the WSQ assessment and achieved at least 75% attendance.

WSQ Statement of Attainment (SOA)

** Please note that SOA will reflect as “Customer Experience Management”

Certification of Achievement by Wong Fong Academy Pte Ltd

Course Registration

From:

SGD $100.00

Exclusive of GST after SSG Funding
Course Fees: $500.00 (Exclusive of GST)

 Singaporean CitizenSingaporean PR
Company-Sponsored (Non SME)SGD 380SGD 380
Company-Sponsored (SME)SGD 100SGD 100
Self-Sponsored (21 – 39 years old)SGD 380SGD 380
Self-Sponsored (Above 40 years old)SGD 100SGD 380
– Course fee after SSG training grant may vary and the eventual funding amount is subject to SSG’s final approval.
 
– From 1 Jan 2022, SkillsFuture course funding will be revised to a baseline of 50% subsidy, with an additional 20% subsidy (up to 70% subsidy) for SMEs and Mid-career individuals (Singapore citizens above 40 years old)
 
– Should there be any discrepancy with your eligible funding, your invoice will be revised and you will be notified of the revision before the course.
  • Minimum GCE “N” level with at least 3 GCE “N” Level Passes
  • Able to speak, listen, write and read English at a minimum proficiency level of the Employability Skills Workforce Skills Qualification Workplace Literacy Level (WPL) 5
  • Recommended all learners to have at least 1 or more years of sales and marketing

Officially Recognised by

Course Trainers

Cheak Hong Ian

A master in the industry of over 13 years of experience, Cheak Hong Ian has been engaged in digital marketing and writing both in-house and for agencies and has serviced numerous organisations from SMEs to MNCs. He has worked with prominent brands such as – BMW, Emerson, Bata, Julie’s Biscuits, NCS, Puma, The Golden Duck, Trinity Medical, and more. He has built a reputation across Singapore and the Asia Pacific region for reaching out and helping tens of millions of people, managing over S$5 million in digital advertising budget to date.

Jason Ong

As a business owner of a web development company as well as a Singapore Poly Adjunct Lecturer for over a decade. Jason Ong has natured his students and brands to their fullest potential in digital marketing, e-commerce and branding solutions. His clients range across a multitude of industries such as F&B, Retail, Aviation, Fashion and Hospitality, Logistics, Online/Offline Retail, Aviation and Hospitality.

Reviews and Testimonials

Frequently Asked Questions

Q: How are the courses conducted?

All courses are available for both online classrooms and in-person traditional classrooms.

The online course is conducted over Zoom and the in-person course is delivered through a traditional classroom setting. Both learning modes essentially offer the same experience in terms of the course contents, size, duration and learning outcomes.

Q: How big is the class? What is the trainer to learner ratio?

Class size differs per run, but would be a maximum of 20 learners per instructor.

Q: Where are the trainings conducted?

In-person classroom trainings are conducted at our off-site office 51 Cuppage Road, the nearest MRT will be Somerset MRT.

comparison on both formats.

Q: Do you provide in-house training?

Yes, we do provide in-house training. Please contact us to know more about our customized courses.

Q: Will there be any examination or assessment?

Yes, there will be an assessment at the end of each learning units and it will be an open book concept. The assessment are not difficult if you are sufficiently prepared for it and the trainer will conduct oral recovery if there is a gap in the written assessment.

Q: Are there any assignment and group work involved?

There are mini assignments throughout the course, allowing for practice on the concepts and theories taught in the class. Learners would also have to participate in group work and group projects which would be done during class time.

Q: What are the available course funding / grants / subsidies?

For certifiable (WSQ) and non-certifiable (non-WSQ) courses approved by SkillsFuture Singapore (SSG), self-sponsored individuals and companies (SMEs and Non-SMEs) can apply under the following grant schemes to subsidise the course fees.

 

 

You may be eligible for up to 90% SkillsFuture subsidies. Please contact us for more details on your grant/funding eligibility.

From 1 Jan 2022, SkillsFuture course funding will be revised to a baseline of 50% subsidy, with an additional 20% subsidy (up to 70% subsidy) for SMEs and Mid-career individuals (Singapore citizens above 40 years old)

Q: What payment methods are available?

The following payment options are available:

  • PayNow
  • Bank Transfer
  • Cheque
  • SkillsFuture Credit
  • Post Secondary Education Account (PSEA)
Q: Is UTAP accepted?

Unfortunately, our classes are not claimable under UTAP.

Q: Is What kind of certificate will be issue after completing the course?

Two e-certificates will be awarded to trainees who have demonstrated competency in the WSQ assessment and achieved at least 75% attendance.

  • WSQ Statement of Attainment (SOA)
  • Certification of Achievement by Wong Fong Academy Pte Ltd
Q: What is the duration of each course?

Depending on the course which from at least minimum of 8 hours or maximum 24 hours. The exact course duration can be found on each individual course page.