The BIG Shift In Retail: Redesigning Customer Journey & Touchpoints For Post Pandemic Success

Course Objectives

The purpose of this course is for learners to be able to differentiate between customer journey and customer touchpoints through a variety of activities and understand shoppers even before they step into the store. Understand how this has transformed pre and post covid.

Learning Outcome

This course paves an understanding for learners to identify customer touchpoints on a customer journey by mapping how retail shoppers make their purchase and how pandemic has affected their shopping behaviour. You will also learn to identify and analyze gaps in touchpoints and develop an action plan for post pandemic success.

Duration & Fees

Fees: $300 (SkillsFuture Credit claimable and NTUC UTap member claimable)

Duration: 1 day (7 hours per day)

Course outline

Day 1

  1. Introduction to Customer Journey and Customer Touchpoints in modern retail context

  2. Differences and similarities of these terminologies used Online vs Offline

  3. Understanding the shift of customer journey, touchpoints impacted by COVID19

  4. How retail organizations cope with the changes of customer behaviours with and without E-commerce readiness?

  5. Reflect, repurpose and renew customer journey and touchpoints vs pre and post pandemic shopping behaviour

  6. Identify, analyze gaps in touchpoints for both online and offline and develop Plan, Do, Check, Action for post pandemic success

  7. Assessment and Certification of participation

Get Started with World Mode Singapore

World Mode Singapore is a specialist retail consultancy providing retail professionals training and placement.

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