Enhanced Customer Experience Strategy

Female business professional shaking hands with a collegue.

The world’s top-performing businesses not only view their companies through the lens of a Profit and Loss statement – they look at their companies through the eyes of their customers. Acutely aware of the importance of customer perceptions, they embrace – and manage – the customer experience and the customer journey at every touchpoint.

Creating a customer-centered and service-oriented organisational culture, leading to consistently outstanding customer experiences is easier said than done.  This course provides insights (and practical how to’s), bringing in the latest research, theoretical models and a multitude of best-practice examples on excellence in customer experience.

Designed for business executives, owners and managers, the course takes a ‘total organisational approach’, and will reinforce the value of looking holistically at your organisation. You will reflect on your current roles and audit your customers' journey, and gain a deeper understanding of what it means to be a customer-orientated leader, while identifying barriers to this approach. Importantly, you will also pinpoint areas to improve and develop a strategy to make necessary changes.

Price: $6100 (inc GST)


Building your capability through

  • a deeper understanding of current thinking about the meaning of customer experience – and why it has become so critical for all businesses
  • becoming immersed in the evolution to the ‘experience economy’ – and fully aware of critical implications for managing and leading
  • discovering new ways to understand customer value and value creation and how to proactively enhance value perceptions through customer experience
  • understanding the connections between customer experience and customer expectations, and important links between expectations and loyalty
  • learning how to crystallise brand and  brand values focused on excellence in customer experience
  • knowledge and practical experience in ‘blueprinting’ the customer journey and all ‘touch points’ focused in particular on the small details that matter
  • identifying practical ways to develop and imprint a service and customer-mindset into the workforce and organisational processes (focused on leadership and culture development)
  • determining the right combination (including through social media) to measure customer experience
  • developing core attributes that characterise excellent customer experience in your business segment
  • overcoming critical and common barriers to creating a customer-centred culture.

Our expert facilitators

Barry O'Sullivan portraitAssociate Professor David Solnet

Associate Professor David Solnet leads the Tourism Discipline within the UQ Business School.  He comes from a hospitality industry background, with nearly 20 years of experience in industry, including senior management roles in the USA and Australia. 

Before joining UQ, he was the general manager at the award winning Brett’s Wharf Restaurant and Events in Brisbane.  Prior to arriving in Australia, David worked with a number of large US-based restaurant companies, including Brinker International (Romano’s Macaroni Grill) and General Mills (Olive Garden Restaurant).  His unique blend of academic accomplishments and industry experience has made David a sought after consultant and advisor to industry, with his consulting work focusing on building service quality through organisational culture, performance-based incentive programs, organisational reviews, financial analysis and executive coaching.  He has worked with over a dozen restaurant and retail firms helping improve customer experience and profitability across Queensland and Victoria over the past ten years.

David has published over 35 peer reviewed journal articles in high quality journals, including the Annals of Tourism Research, Journal of Travel Research, International Journal of Hospitality Management, International Journal of Contemporary Hospitality Management, Journal of Service Theory and Practice and the Journal of Service Management. His core research focuses the tourism and hospitality worker and workforce, organizational and social psychology, service climate, service culture and managing generation Y workers.  He has published numerous book chapters and is co-author of the textbook, “Service Management Principles in Hospitality and Tourism” with Professor Jay Kandampully from Ohio State University in the USA.

David holds a Bachelor of Science in Hospitality Management from Florida International University in Miami, Florida, USA (graduated Summa Cum Laude and a Master of Science in Hotel and Food Service Management from the same university).