Beyond the Square Metres! 5 things to know about this course:
1- Customer Centricity
A strategic approach on Customer Centricity is fundamental for the future of the Exhibition Industry. This course can be seen as a tool to develop and innovate the way an Event Organizer focus on the Clients Needs.
2- Exhibitors' and Visitors' Point of View
It is fundamental to look the Exhibition Experience from the real user point of view: Visitors, Exhibitors, Buyers and all the stakeholders in general. In a complex and uncertain moment for the Exhibition Industry, and more in general for the Event Sector, it is very important to have a solid and structured competence on the Customer needs approach.
3- Build a Positive Customer Experience
A customer-centric approach on organizing events is the only way that provides a positive customer experience before, during and after the exhibition, in order to drive repeated businesses, enhance customer loyalty and improve business growth.
4- Overall vision on Customers
The customer-centric organizer is more than a company offering a good customer service, it is an overall orientation to the real needs of the Exhibition Users (Exhibitors, Visitors, Buyers, Stakeholders, etc), on Real Events, Hybrid or Virtual Events.
5- KPI, Metrics and Tools
This course will provide you with a clear update on the main KPIs, Metrics and Tools that best companies are using for a strong and real Customer-Centric Approach.
What is customer-centric?
Customer-centric (also known as client-centric) is a business strategy based on putting client first and at the core of the business in order to provide a positive experience and build long-term relationships.
What do I find in this course?
This course includes a Video, Guide Tests and useful content for busy professionals who do not have a lot of time, and want to acquire the most important information about Customer Experience Approach and Methodology in the Exhibition Industry
14 Lessons with a precise strategic approach on Customer Centricity
COURSE CURRICULUM
- Lesson 1 – Theory Vs Practice (2:36)
- Lesson 2 – Event Life Cycle (12:18)
- Lesson 3 – ELC– Value Added (3:27)
- Lesson 4 – ELC– Cost Change (5:45)
- Lesson 5 – ELC– Best Situation (2:32)
- Lesson 6 – ELC– Example (12:05)
- Lesson 7 – Feedback + Analysis (4:30)
- Lesson 8 – Focus on Experience (4:49)
- Lesson 9 – What is Satisfaction? (9:08)
- Lesson 10 – Moment of Truth (11:30)
- Lesson 11 – NPS – Net Promoter Score (18:20)
- Lesson 12 – Other CS KPI (3:13)
- Lesson 13 – Experience Optimization (3:00)
- Lesson 14 – Experience “X” Data (4:50)
Meet the Teacher
Enrico is Founder and CEO of GRS, a multinational research firm specialized in Exhibitions, Large Events and Visitors Attractions. He is one of the most sought-after experts in the event industry worldwide, and a very well-received speaker in numerous international conferences.
He has a strong strategic and academic background. Entrepreneurial, curious, and creative, he has a track record for thinking innovatively, hypothesis-led problem solving, framing and communicating complex ideas, thinking strategically
Full CV: LINK