GL Bajaj Institute of Management & Research, Greater Noida organized Video Conferencing Session on "Managing Customer Experiences" by Prof. Vaibhav Chawla, Senior Professor, Marketing Management, IIT Madras on Tuesday, November 19, 2019 in PGDM Seminar Hall, GLBIMR campus for the students of PGDM Batch 2019-21(Section B & C) under the visionary leadership of Dr. Ajay Kumar, Director, GLBIMR.
The objective of the session was to provide students a better understanding about the marketing and customers and give a platform through which they can get exposed to wider knowledge about marketing management. The lecture was on managing customer experiences and how it can help the business to grow. Prof. Chawla showed a model comprising of customer journey and experience with the product/service provider. Customer journey means gathering of information, buying, using and giving feedback about the product whereas customer experience means what does product/service provider means to customer in totality. The model shares the questions and barriers that an individual faces during several stages of his journey as a consumer. It helps the business answering these questions and eliminating the barriers through consumer point of contacts and making consumer experience much better ahead.