Training: “Customer Experience & Retail Management” by YLP Cohort 02

On Saturday, 17th September 2022, GGear Young Leader Programme Cohort 02 held a training “Customer Experience & Retail Management” at Phnom Penh Hotel, led by Mr. Hor Hab, Vice President of GGear Group.

  • To have fundamental knowledge of customer experience
  • To know how to analyze & create customer journey map
  • To know how to design & deliver a strategy that can drive customer growth, profitability & loyalty.
  • To know the difference between B2C & B2B setting and its complication in CXM


Key Takeaways

  • Customer experience can be both positive and negative impact to the business revenue as it influences the purchase, rate of referral, reviews, and feedback.
  • From products and services, there several sources of revenues such as from MRR & ARR, reducing cost and churn, better product development and customer relationships and lastly increasing brand value.
  • To provide the best customer experience, there are three major components:
  • Customer Journey: Understand what the customers go through as they have direct or indirect interaction with your brand and company which can results in ensuring that your customers receive all the possible services as they are on a journey to buy your products/services.
  • Brand Touch Points: Learn and anticipate brand touchpoints in advance so the sales team can be prepared to overcome challenges and concerns of the customers during sales activities where there is interaction.
  • Moment of Truth: the four steps of MOT are welcoming, need analysis, product consulting and closing. It consists of being able to smile through journey of serving the customer while analyzing their needs. Then explains the products using simple explanation and try to close the sales by building trust and showing professionalism in servicing.
  • For store management, the shop is like your face, it needs to be attractive to gain more attention and desire from the customer to buy our products.
  • There are five key components that is needed to manage the store such as understanding policy, display management, PoP management, product management and staff management.
  • In Customer management there are three types of customers to manage:
  • Purchasing customer: follow-up the customer on their usage experience and invite them to events
  • Non-purchasing customer: smile, save their contacts and build good perception.
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