How to optimise user experience in the experience economy era
16 October 2015, Mr Zhao Lei Sheng, Head of Customer Experience at ShunFeng Express led an open lecture on Commercial Opportunities and Challenges in the Experience Economy. Mr Zhao shared his hands-on experience at the well-recognized leading logistics company. Joining Mr. Zhao, we had Celia Sun, Corporate Account Manager at UPS and Helen Xing, Business Development Manager at DHL. All three guests came from solid Logitics and Supply Chain background, together they passionately shared their views on user experience optimisation.
The event started with a question of “How many of you will take down the employee identification number before you connecting to a customer service hotline?” raised by keynote speaker Mr. Leisheng Zhao, head of customer service from Shunfeng Express.
Mr. Zhao cited a few real instances in his work to illustrate how to improve customer experience and create the greatest value for customers in all aspects. He said, “There’s nothing more important than customer service, especially in the new era of experience economy. Listening to what the customer is saying and try best to understand them. Superior service will give customers something to tell their family and friends. Such word-of-mouth marketing is the most valuable marketing.
Followed by Mr. Zhao’s speech, January 2015 Global part-time MBA student Helen Xing shared her learning experience with the participants. Helen has more than 12 years working experience in supply chain management area; she equipped strong knowledge of customer relationship maintenance and logistics transportation. She said that Manchester Global part-time MBA is a tough programme but the value and opportunity it brings would definitely be more than expected. Most of the participants expressed their interests to apply for Manchester Global MBA programme after the event.
Manchester Global MBA is a world-class, 2.5 years part-time programme, designed to reward and develop tomorrow’s international business leaders. Focusing on leadership skills from the outset, it will give you a thorough grounding in the essentials of global business and management that will take your career to the next level.
Manchester Business School Part-time Global MBA Programme is now recruiting students for July 2016 Intake in China, for more details of Early Application discount and application procedure, please visit www.mbs.ac.cn