TBD
2 months, online
4-6 hours per week
Participants report that enroling in a programme with colleagues fosters collaborative learning and amplifies their impact.
Please provide your details to get more information about the group-enrolment pricing.
The benefit of learning together with your friend is that you keep each other accountable and have meaningful discussions about what you're learning.
Courtlyn
Promotion and Events Specialist
This programme features 3 months of free Premium Access to Emeritus Insights—a mobile app with 5,000+ bite-sized, business-focused videos to help you meet your daily learning goals on the go.
Apply today and avail tuition assistance of USD 100.
Use code NUS100TA while applying.
Special pricing for academicians | Connect with your programme advisor for details
WhatsApp an Advisor on +65 8014 3066
Have questions? Our Advisor will assist you promptly.
Here are some of the specific challenges that you will be able to address better after completing this programme:
56 Video Lectures
25+ Industry Examples
8 Discussion Boards
8 Weekly Office Hour Sessions
7 Assignments
5 Case Studies
Explore the challenges of scaling successful service brands and businesses, macro trends in modern service economies, solutions that make service the core value proposition of a business, and how to analyse activities in the business that help capture value in the service economy.
Examine how technology is used to deliver service, the impact of platform business models in service delivery, issues and challenges faced by platform ecosystems, and how to analyse the competitive advantages and disadvantages of platform businesses.
Gain a deeper understanding of the profit of businesses from long-term customer loyalty, the distinction between customer satisfaction and loyalty, implications of customer tiering/segmenting on the acquisition and retention of customers, and strategies for maintaining customer loyalty.
Learn how to use customer service strategies to put a positive spin on customer complaints, leverage customer feedback to drive organisational learning, illustrate a proactive and cost-effective service recovery approach, what to consider when designing customer feedback systems, and how service recovery can be used to drive business objectives.
Explore the dimensions of service quality that affect customer loyalty, how the Gaps Model is used to explain service quality shortfalls, the right level of investment in delivering service quality, why service process redesign is important, tools to redesign service processes, the impact of process redesign on customers and staff, and the nine steps in redesigning the customer service process.
Build your knowledge of the three pathways towards cost-effective service excellence, the dual culture/dual focus pathway in delivering cost-effective service excellence, the focused service factory pathway in delivering cost-effective service excellence, and the operations management strategy pathway in delivering cost-effective service excellence.
Discover how to drive improvements using strategies and frameworks on Transforming Customer Experience: Strategies for Service Industry and how to identify strategies for improving service delivery and the potential pitfalls.
Through real-world examples from multiple industries, you'll see how the theories are put into practice.
Understand how one of the founders of Starbucks was able to come up with an idea that serves as the cafe’s value proposition.
Identify how Rolls-Royce utilized engineering excellence and service solutions to become a competitive global manufacturer.
Get a glimpse of Jamie, a virtual agent of the ANZ bank who has served thousands of customers since it was launched.
Learn some of the strategies used by Singapore Airlines to create customer loyalty.
Understand how Google mastered self-service technologies to maintain its low operational headcount.
Learn the different ways to have a better bargaining position in the value chain and the different areas where value can be extracted.
Other companies that are included as examples or as use cases in the programme include BMW, Tesla, Raffles Hotel, Wise, Four Seasons Hotel, Changi Airport - Singapore, Lux Hotels & resorts, Zappos etc.
Note: All brand, product and company names are trademarks™ or registered® trademarks of their respective holders. Use of them does not imply any affiliation with, endorsement by, or association of any kind between them and programme owners.For more than 50 years, NUS Business School has offered a rigorous, relevant and rewarding business education to outstanding students from across the world.
Founded in the same year that Singapore gained independence, NUS Business School stands today among the world’s leading business schools. It is distinctive for offering the best of global business knowledge with deep Asian insights, preparing students to lead Asian businesses to international success and to help global businesses succeed in Asia.
NUS (Asia) 2022
(The NUS MBA)
Jochen Wirtz, Ph.D.
Professor of Marketing and Vice Dean of MBA Programmes
In addition to serving as Professor of Marketing at the National University of Singapore, Professor Wirtz is also an International Fellow of the Service Research Center at Karlstad University in Sweden and an Academic Scholar at the Cornell Institute for Healthy Futures at Cornell University in New York. He was the founding director of the dual degree UCLA – NUS Executive MBA Programme (ranked 4th globally in the Financial Times EMBA 2015 Ranking and 3rd in the EIU 2015 Ranking) from 2002 to 2014; an Associate Fellow at the Saïd Business School, University of Oxford from 2008 to 2013; and a founding member of the NUS Teaching Academy from 2009 to 2015.
Professor Wirtz holds a Ph.D. in Services Marketing from the London Business School. His research has since focused on service marketing and has been published in some 100 academic journal and magazine articles (such as Harvard Business Review), 130 conference presentations, and 40 book chapters. His more than 10 books include Services Marketing – People, Technology, Strategy (World Scientific, 9th edition, 2021) and Essentials of Services Marketing (Pearson Education, 3rd edition, 2016), both co-authored with Professor Christopher Lovelock. With translations and adaptations for over 26 countries and regions, and combined sales of some 1,000,000 copies, they have become globally leading services marketing textbooks.
In today’s service and knowledge-based economies, businesses must constantly find new ways to stand out. In this competitive marketplace, applying a customer-centric approach to managing, and delivering service excellence is critical. However, this effort requires more than relying on customer feedback to showcase your service offerings. It demands the creation of high-quality operations within a high-trust environment, leading to motivated employees who provide exceptional customer service.
In the Transforming Customer Experience: Strategies for Service Industry programme—offered by NUS Business School—you can gain the competencies you need to become a customer-focused business leader capable of delivering more value for your organisation, employees and customers.
of customers are likely to make repeat purchases with companies who offer excellent customer service.
have a more favorable view of brands that offer proactive customer service notifications.
of enterprises and professionals say the value of customer satisfaction is fully defined and tracked.
The programme is designed for professionals from any academic background preferably with 8+ years of work experience.
The programme is applicable across all industries—particularly IT Products and Services, Banking and Financial Services, Staffing and Recruiting, Education and Consulting—and benefits those serving in Technological Management, General Management, Operations, Consulting functions and beyond.
This programme is especially helpful for professionals aspiring to:
Note: *All product and company names are trademarks or registered trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them.
— Victoria Serebrianaia, Head of Customer Service, Group-IB
— Rajini Srinivasan, Chief Product Owner, Standard Chartered
When you make the decision to further your professional development, you are not only making a commitment to your own career advancement, but to the success of your organisation. And because you’ll be enhancing the skills and knowledge you will use to impact the way you do business, asking your employer to help fund your continuing education is a smart move.
Receiving financial assistance from an employer is more common than you may think, but it can feel rather intimidating. To help, here are some simple steps you can follow to make the request:
Do Your Research
Prior to asking for financial assistance, you need to make sure you can justify your programme of choice and how it will enhance your work performance.
Showcase Tangible Benefits
Get specific—discuss with your employer how your newly gained expertise will directly improve a process, service, strategy or any other aspect of your organisation that needs improving.
Start the Conversation
Don’t wait for your employer to broach the subject and present you with potential professional development opportunities. Once you’ve finished your research, send your employer an email to set up a meeting to discuss the programme you have in mind.
Upon successful completion of the Programme, participants will be awarded a verified digital certificate by NUS Business School.
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