Resources » Sustainable Revenue from Customer Experience

Sustainable Revenue from Customer Experience

In today’s business environment, many companies are falling into a financial trap: spending heavily to acquire new customers, only to lose them right after their first purchase. 

In reality, simply making customers “satisfied” is not enough. A satisfied customer may still leave if a competitor offers a lower price. Only customer loyalty can truly serve as the foundation for sustainable revenue and net profit. 

Are you and your organization facing these challenges? 

Marketing costs are skyrocketing, yet customer retention remains low. 

Companies run many customer care activities, but they are fragmented and fail to create measurable impact. 

Sales teams focus only on short-term deals, unintentionally harming the long-term customer experience. 

There is a lack of an operational system to turn Customer Experience (CX) ideas into consistent daily actions. 

To help leaders address this challenge, PACE Institute of Management, in collaboration with FranklinCovey Vietnam, is organizing a specialized webinar:  “Sustainable Revenue from Customer Experience”.

This webinar will not only share theories about Customer Experience (CX), but will also focus on the “operating system” that enables organizations to develop leaders capable of retaining customers effectively. 


WEBINAR DETAILS

Topic 

Sustainable Revenue from Customer Experience
Organizer 

PACE Institute of Management collaborates with FranklinCovey – the world’s leading organization in Leadership Development and Culture Transformation, with a profound and far-reaching global impact.
Date & Time  09:00 – 11:30, Wednesday, April 8, 2026 
Format 

Live via Zoom
Content 

PART 1: CURRENT SITUATION & COMMON MISTAKES 

  • Why do customers leave more easily when companies rely heavily on promotions and discounts? 

  • Identifying four major gaps that cause CX strategies to fail in most Vietnamese businesses. 

PART 2: THE FINANCIAL IMPACT OF CUSTOMER EXPERIENCE (CX) 

  • The formula connecting Experience → Loyalty → Profit. 

  • How CX directly optimizes Marketing costs (CAC) and increases Customer Lifetime Value. 

PART 3: DESIGNING A CUSTOMER JOURNEY THAT BUILDS LOYALTY 

  • Five steps to transform a “stranger” into a brand ambassador. 

  • Assigning CX responsibilities across all departments (not only Sales/Marketing). 

PART 4: EXECUTION OPERATING SYSTEM & 90-DAY ROADMAP 

  • Establishing measurement metrics (NPS/CSAT) and a monthly review operating rhythm. 
Speaker  Mr. Lê Kim Tú 

Solution Expect FranklinCovey Vietnam

  • An experienced training and consulting expert in leadership development, management, business strategy, marketing, and corporate management systems.
  • Has over 20 years of experience, having held senior management and leadership roles at both local and international corporations, including LG Vina Cosmetics, Campina Vietnam, and RANDO.
  • Has supported many organizations in strengthening management capability, improving operational effectiveness, and applying knowledge in day-to-day business practice.
  • Currently serves as a lecturer at PACE Institute of Management and its affiliated partners, delivering leadership and management development programs for businesses.
  • Is among the first Vietnamese trainers certified to deliver and consult on FranklinCovey solutions in Vietnam.
Participant 

  • Business Leaders / Executives 

  • Sales Leaders & Marketing Leaders 

  • Department Managers 

  • Customer Service Managers 

  • L&D Managers 
Language  Vietnamese
Fee

  • Standard fee: 600,000 VND 

  • Early-bird fee: 500,000 VND (applied up to 2 weeks before the event) 

  • Group discount for 2 participants or more 
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