Developed by the Institute of Service Excellence (ISE) at Singapore Management University (SMU), the Retail Customer Satisfaction Model helps you understand:

• how customer experience issues can be measured and modelled for diagnostic purposes;
• the potential diagnostic implications for various drivers of customer experience;
• the potential consulting interventions that could be used to address these diagnostic issues.

More than just good products with a strategic advantage, every business needs its customers to drive its growth. Keeping up with the needs of today’s customers, this training approaches Customer Experience Management using practical tools that will guide how you design an optimal service proposition for your customers.