CERTIFICATE PROGRAM LEADERSHIP & CHANGE MANAGEMENT EXECUTIVE CERTIFICATE DIFFERENTIATION & INNOVATION CREDITS THROUGH SERVICES the program has been specifically designed for executives and senior managers seeking to optimize the added value of the services they provide in order to differentiate their organization’s value proposition for customers in both B-to-B and B-to-C contexts. OBJECTIVES Berlin (Germany) • Gain a comprehensive understanding of the economics of both customer and employee loyalty and how they lead to profitability and growth • Develop strategies to buildcustomer loyalty in service settings • Apply best practice in a service contextto the interrelated disciplines of strategy, operations, marketing and human resource management PROGRAM Session 1 Best practices in service differentiation (Singapore) and how they are applied in the ‘real world’, assessing areas for Singapore Session 2 World-class best practice organizations (Berlin, Germany) � practices for professional services and services in the hospitality industry. Discussion of the most recent research on how product companies can decommoditize their value propositions by adding Academic Direction Roger Hallowell RESEARCH PROJECT between the sessions, participants will select an organization and examine the Duration economics of its customer and employee loyalty, analyzing them in their current Two one-week sessions state and considering opportunities to optimize them. PARTICIPANT PROFILE Individuals working in services in a wide range of industries (including services Tuition fees for manufacturers) and managers seeking to hone their skills in strategy, operations, organizational behavior, human resource management € 15,950 and leadership. Contact For more information +33 (0)1 39 67 75 54 +33 (0)1 39 67 75 18 emba@hec.fr CPF eligible program Prices, dates, faculty and program content are subject to change. Code CPF: 16 15 90 - Competency set #4 from the RNCP: 21 568 For the latest updates go to: execed.hec.edu/en HEC PARIS EXECUTIVE EDUCATION - EXECED.HEC.EDU 27