Course description

Operating in a fast-changing, technology-driven environment, understanding clients as informed consumers is critical to developing appropriate strategies to individual needs. Learn about the latest research on segmentation, value co-creation, the changing role of clients, strategies to guide interactions given these changing roles and recovery strategies when things go wrong in interactions with clients. Using cutting edge knowledge from world leaders in their fields, plus a mixture of seminars, group discussions, case studies and practical exercises, this course will give you fresh insights and innovative ways to better understand and implement service quality and co-create value.

Archived offerings