Understanding, Creating and Managing Delightful Experiences
| Start Date: | Apr 21, 2025 | End Date: | Apr 23, 2025 |
| Last Date for Application: | April 7, 2025 | Last Date for Early Bird: | March 31, 2025 |
| Programme Fee: |
120000 INR Plus, GST |
Early Bird Fee: |
111600 INR Plus, GST |
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Pay Now |
In the 1960s, Theodore Levitt highlighted the critical role of marketing in shaping experiences, laying the foundation for a shift in how businesses engage with customers. Decades later, in 1998, Pine and Gilmore introduced the concept of the Experience Economy, emphasizing that the future of commerce would be driven by immersive and memorable interactions rather than just products or services.
Today, this prediction has become reality. In a highly competitive marketplace, exceptional experiences are the key to customer loyalty, brand differentiation, and long-term success. Whether in hospitality, retail, entertainment, or luxury services, organizations that master the art of customer experience gain a strategic advantage.
However, the challenge lies in understanding what truly constitutes an experience. How does it differ across industries—such as dining in a fine restaurant versus enjoying a day at an amusement park? More importantly, how can marketers design and delivers delightful and memorable experience while ensuring sustained business growth?
The UAE stands as a global benchmark in this domain. Cities like Dubai and Abu Dhabi have transformed into experience-driven destinations, consciously innovating to offer increasingly immersive and sophisticated engagements. From world-class theme parks to luxury shopping experiences, they epitomize how businesses can create and successfully market unforgettable experiences to a global audience.
This programme is designed to equip leaders with the insights and strategies needed to craft, manage, and sustain unforgettable customer experiences. Grounded in cutting-edge research and real-world case studies, it provides actionable insights to empower participants with
practical strategies for creating remarkable customer experiences.
Live Webinar
Join us for the Live Webinar with Prof. Subhadip Roy, Faculty Chair, Understanding, Creating and Managing Delightful Experiences, and get insights on the programme, its key topics and how it can help you in your organisation.
Friday | March 21, 2025 | 4:00 PM - 5:00 PM
For more information or any questions, contact Abhishek Maurya: abhishek-exed@iima.ac.in | +91 99090 38771
This programme equips business leaders, marketing professionals, and operations managers with the skills to design, manage, and optimize world-class customer experiences. Participants will:
- Learn how to design, implement, and enhance customer interactions that leave lasting impressions.
- Understand the key drivers of customer satisfaction and loyalty to build a sustainable competitive advantage.
- Discover pricing and branding strategies that transform experiences into high-value, revenue-generating assets.
- Gain insights into integrating marketing, operations, and service delivery to create seamless and delightful experiences.
- Analyse successful experience-driven brands and apply their best practices.
Module1: Understanding Customers and the Experience Economy
Explore the foundations of customer expectations, perceptions, and behaviour in the context of experience-driven businesses.
Module 2: Designing the Elements of a Delightful Experience
Learn the key components of crafting engaging and memorable customer interactions across different industries.
Module 3: Branding, Pricing, and Monetizing Experiences
Understand how to effectively brand and price experiences for maximum customer value and business profitability.
Module 4: Sustaining and Enhancing Experiences Over Time
Discover strategies to maintain, innovate, and scale memorable customer experiences for long-term success.
The programme employs an engaging mix of case studies, interactive lectures and hands-on activities.
This programme is ideal for:
- Senior and mid-level executives in hospitality, retail, tourism, entertainment, and service industries who want to enhance customer experience strategies.
- Entrepreneurs and business owners seeking to build strong experience-driven brands.
- Marketing and operations professionals responsible for creating and managing customer interactions.
