SITizens Learning Credits


“…Starbucks started as a small, independently owned coffee joint in Seattle. The owner at the time was just selling coffee. The minute Starbucks evolved to create an experience of connection, community, and collaboration, it became a place where people feel like they belong -- where they could meet like-minded friends and exchange thoughts. Businesses that do this from the get-go carve a following of brand ambassadors who are loyal and loud.

When you think of businesses that have a huge impact, you're really thinking about the brand. Any business that sells things can do well, but those that create feelings and emotions become imprinted in people's minds. They also gain more visibility and sales that way than through traditional means of growing a business.” - Jennifer Kem, creator of the Master Brand Method in an interview on First Build A Brand. Then You're In Business by Shelcy V. Joseph.

This 2-day workshop will guide participants through various stages of customer experience touch-point and will be taught how to identify their brand offerings, amplify their strengths and manage brand weaknesses. Through these interactive lectures and activities, participants go through branding methodologies and are equipped with all the necessary tools to define and strengthen the brand.

Teaching Team

What You’ll Learn

  • Defining your target audience
  • Gathering insights from your competitors
  • Understanding on what Customer Journey is
  • Conducting customer journey mapping
  • Reading, understanding, and analysing service recommendation
  • Building a service blueprint

Who Should Attend

  • Business Owners
  • Brand managers
  • Marketing and Strategy teams
  • PMETs
  • Entrepreneurs

SITizens Learning Credits (SLC) - Eligible Course

SIT Alumni: Before registering for courses, please activate your SITizens Learning Credits via the email sent by SIT Alumni Team, on behalf of SITLEARN Professional Development.

CLICK HERE TO APPLY (only for SIT Alumni)

Certificate and Assessment

A Certificate of Participation will be issued to participants who:
  • Attend 75% of the course
  • Undertake non-credit bearing assessment (during course)


Day 1
Welcome and Registration
Ice Breaker
Lesson Part 1 – Consumer Insights
You can’t afford to sell to everyone. All brands need to give priority to their primary customers. Who are your customers and what do they want from you?
Tea Break
Lesson Part 2 – Customer Journey Mapping
Learn what is customer journey mapping, what defines customer journey and its touchpoints.
Lesson Part 3 – Competitor Research
What do you understand from your competitors, what are their strength and their weaknesses. 
Tea Break
Lesson Part 4 – Customer Journey Mapping Part I
Map the maps the emotional journey of a customer by representing the different touchpoints that characterise his interaction with your company and your competitors.
Presentation of Ideas
End of Day

Day 2
Ice Breaker/ Recap
Lesson Part 5 – Customer Journey Mapping Part II
What have you understand about the graph of each touchpoint?
Tea Break
Lesson Part 6 – How to improve Customer Journey Mapping
Explore ways to improve customer journey touchpoints.
Lesson Part 7 – Build Your Service Blueprint
Crystallising your customers’ expectations and creating service standards, it ensures service consistency and delight to drive customer retention and loyalty.
Tea Break
Lesson Part 8 – Build Your Service Blueprint (cont.d)
Presentation of Service Blueprint
End of Day


Category Full Fee After SF Funding
Singapore Citizen (Below 40) / Singapore PR $1,712.00 $513.60
Singapore Citizen (40 & above) $1,712.00 $193.60
Non-Singaporeans $1,712.00 Not Eligible

  • All figures include GST. GST applies to individuals and Singapore-registered companies.
  • You can opt for either SF Series Funding or Mid-Career Enhanced Subsidy. Both cannot be combined.

» Learn more about funding types available

Terms & Conditions:

SkillsFuture Funding

In order to be eligible for the 70% training grant awarded by SkillsFuture, applicants (and/or their sponsoring organisations where applicable) must:
  1.  Be a Singaporean Citizen or Singapore Permanent Resident
  2.  Not receive any other funding from government sources in respect of the actual grant disbursed for the programme

SkillsFuture Mid-Career Enhanced Subsidy

To be eligible for the 90% enhanced subsidy awarded, applicants (and/or their sponsoring organisations where applicable) must:
  1.  Be a Singaporean Citizen
  2.  Be at least 40 years old
  3.  Not receive any other funding from government sources in respect of the actual grant disbursed for the programme

SIT reserves the right to collect the balance of the programme fees (i.e. the potential grant amount) directly from the applicants (and/or their sponsoring organisations where applicable) should the above requirements not be fulfilled.

SIT reserves the right to make changes to published course information, including dates, times, venues, fees and instructors without prior notice.
SITizens Learning Credits

Key Info

Venue SIT@TP, 29B Tampines Ave 1, Singapore 528694
Time 09:00 AM to 06:00 PM
Date 14 Apr 2021 (Wed) to
15 Apr 2021 (Thu)
Registration is Closed.

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