An MBA programme designed to be taught like corporate training! The Institute of Customer Management MBA Programme, is one of the world’s most unique and exciting MBA programmes. While many MBA degrees have failed to keep up to pace with the business world around them, the ICM MBA is designed around the business community in …
The Commonwealth Master’s Scholarships (Partial) are open to students from Commonwealth states. This programme is meant for those who qualify for the MBA/MSc programme, but can not afford the full cost. The award covers £15,000 of the tuition fee for the ICM MBA/MSc programme. You will still need to pay the remaining cost £3,000 for …
The Siemens Master’s Scholarship is a competitive scholarship for MBA & MSc students. The award covers around 80% of the tuition fee for the ICM Master’s programme. Programme of study: ICM Masters in Business Administration (MBA) ICM Masters in Customer Experience (CX) Number of Awards: Up to 4 every year Target group: This scholarship is …
Many companies have adopted NPS (net promoter score), as a means to measure the effectiveness of their CX programmes. Companies that improved their NPS scores found that overall business performance improved. Heck, NPS has even been backup by a Harvard Business Review article. Everything published in HBR must be true – right? Companies have approached …
It appears that most people know about and have an understanding of Customer Experience (CX), but very few know about Customer Experience Management(CEM). The two are often thought of as the same concepts. Most companies are practicing CX, but very few have adopted CEM. There are differences between the two, and knowing which one does what …
One of my main areas of research and my passion is customer loyalty. After spending 5 years and spending nearly £350,000 I have produced research which is quiet exciting. I researched, studied and/or worked with numerous firms including Apple, Emirates Airlines, Thomson Travel, Serena Hotels & Resorts, Singapore Airlines, Harley-Davidson, Ikea, Zara, Walt Disney, Caterpillar …
Customer Experience Management seems to be on everyone’s mind these days. One of the questions that I’ve gotten asked a number of times is, how to build a great CEM program, what do we need to do, etc. Based on extensive research, I’ve come up with a 12-step plan which should help in developing your …
Change management is one of the hottest topics within the management domain. Change impacts all companies, all the time. Consequently companies spend tons of money and resources into hiring experts that assist in the change management process. The goal of a change management process is to ensure that the process of change is a smooth …
Customer loyalty is of extreme importance to any firm. Many firms find that their ‘loyal’ customers often defect to competition. Yet we find that there are organisations and entities that have ‘customers’ who are loyal to the extent that they love them, will never leave them and will be willing to pay more money for …
In my previous blog I discussed true customer loyalty. In this blog I will discuss what are the differences between emotionally attached and other types of loyal customers. For more info on how to develop emotional attachment, read my blog on How to get your customers to love your brand. Emotions vs Emotional Attachment First, lets get …
