Purpose Driven High Performance Organisation Module 1: The Customer Obsession Advantage
- Human Resource
- Leadership & Management
2 Days
Who Should Attend
C-Suite executives, MDs, CEOs, Business Owners, HOD’s seeking to transform their organisation into a high-performance organisation and achieve new heights of success;
Entrepreneurs and start-up founders who want to build the foundations for a high-performance organisation to effectively scale their business;
Senior Business Executives who aspire to be great leaders and take their leadership skills to the next level.
Overview
This module focuses on ‘customer obsession’ as a critical component for a high-performance organisation. Participants will get a thorough understanding of how high-performance organisations effectively leverage customer-obsession as a competitive advantage to drive their growth and success. They learn how to create and foster a customer obsessed mindset and philosophy and how to permeate this throughout the organisation.
Learning Objectives
At the end of the 2-day module, participants will be able to:
- Learn why being ‘customer-obsessed’ is critical for a high-performance organisation
- Understand the 3rd era of customer experience and using the Double Delight Framework to deliver WOW experiences
- Create strategies to convert customers into ultra-loyal brand advocates who do the marketing for you
- How to empower a customer-obsessed mindset throughout the organisation
- Measure and track the impact of customer-obsession on your organisation
Topic/Structure
- Learn why customers are a key stakeholder in a high-performance organisation
- Understand the concept, the advantage and great benefits of being a customer-obsessed organisation
- Understand why we are in a new era of customer expectations and why this matters
- Introduction to the Customer-Obsessed Company Transformation Blueprint
- How to decipher your customer informed company purpose statement
- Create a one-sheet customer-obsessed vision for your company
- Create customer informed goals and strategies
- How to create, embed and empower a customer-obsessed mindset throughout the organisation
- How to design the next level customer journey experience
- Leverage the 4-step “WOW” positive word-of-mouth generation framework to convert customers into raving fans
- How to measure the impact of customer-obsession on your organisation and course correct
Assessment
There will be presentations or written assessments for each module.
Participants have to meet a minimum attendance rate of 75% and have to complete all assessment(s) required by the course. Only upon meeting the minimum attendance and passing the assessment will participants be issued a Certificate of Completion.
Participants who fail the assessment will be given a chance for re-assessment at a fee of SGD100.00 (excluding prevailing GST). Each participant is allowed 1 re-assessment. The re-assessment has to be taken within 7 calendar days from the end of the course date. It will be held on a weekday specified by SMU Academy and conducted during office hours. Please note that re-assessment fees are not supported by SSG Funding.
Participants who meet the minimum attendance rate but do not achieve a pass for the assessment will be issued a Certificate of Participation.
Participants are required to bring their laptop to access the course materials, class exercises and individual assessment(s).
Calculate Programme Fee
Fee Table
COMPANY-SPONSORED | |||
PARTICIPANT PROFILE |
SELF-SPONSORED |
SME |
NON-SME |
Singapore Citizen < 40 years old Permanent Resident LTVP+
|
$654 (After SSG Funding 70%) |
$254 (After SSG Funding 70% |
$654 (After SSG Funding 70%) |
Singapore Citizen ≥ 40 years old |
$254 (After SSG Funding 70% |
$254 (After SSG Funding 70% |
$254 (After SSG Funding 70% |
International Participant |
$2,180 (No Funding) |
$2,180 (No Funding) |
$2,180 (No Funding) |
All prices include 9% GST
Post Secondary Education Account (PSEA)
PSEA can be utilised for subsidised programmes eligible for SkillsFuture Credit support. Click here to find out more.
Self Sponsored
- SkillsFuture Credit
-
Singapore Citizens aged 25 and above may use their SkillsFuture Credits to pay for the course fees. The credits may be used on top of existing course fee funding.
This is only applicable to self-sponsored participants. Application to utilise SkillsFuture Credits can be submitted when making payment for the course via the SMU Academy TMS Portal, and can only be made within 60 days of course start date.
Please click here for more information on the SkillsFuture Credit. For help in submitting an SFC claim, you may wish to refer to our step-by-step guide on claiming SkillsFuture Credits (Individual). - Workfare Skills Support Scheme
-
From 1 July 2023, the Workfare Skills Support (WSS) scheme has been enhanced. Please click here for more details.
Company Sponsored
Enhanced Training Support for SMEs (ETSS)
- Organisation must be registered or incorporated in Singapore
- Employment size of not more than 200 or with annual sales turnover of not more than $100 million
- Trainees must be hired in accordance with the Employment Act and fully sponsored by their employers for the course
- Trainees must be Singapore Citizens or Singapore Permanent Residents
- Trainees must not be a full-time national serviceman
- Trainees will be able to enjoy ETSS funding only if the company's SME's status has been approved. To verify your SME's status, please click here.
Please click here for more information on ETSS.
Absentee Payroll
Companies who sponsor their employees for the course may apply for Absentee Payroll here. For more information, please refer to:
AP Guide (Non-SME Companies)
Declaration Guide (SME Companies)
Intake Information
INTAKE 1 (Face to Face at SMU) | |
Purpose Driven High Performance Organisation Module 1: The Customer Obsession Advantage | TBA (Day 1: 9am - 5pm; Day 2: 9am - 6pm) |
Additional Details
Programme Registration
Applications will be reviewed by our Programme Admissions Committee. The decision made by the committee is final and no request to review the decision or reveal the considerations leading to the decision would be entertained.
Certified Professional Business Manager (CPBM)
This programme is part of Certified Professional Business Manager. Participants who successfully complete 6 courses/modules with a minimum of 15 training days, from a list of qualifying programmes (terms and conditions apply) within 5 years will receive the Certified Professional Business Manager (CPBM). For example:
Please click here for CPBM details and list of qualifying programmes.