Customer experience management

Visit our website: www.cemc.co.za

Achieving the best possible Customer Experience, customer satisfaction, loyalty and advocacy means that you have to deliver value at every single customer touch point, every time. That doesn't just happen - as you probably know already. It takes thorough evaluation, measurement, development and consistent implementation.

AFTER COMPLETING THIS EYE-OPENING COURSE, YOU WILL KNOW:
- The basic principles of Customer Experience Management (CEM)
- The practical implementation of Customer Experience principles
- How to evaluate, interpret and measure the Customer Experience
- How to develop and implement CEM programmes relevant to your respective industry
- The intricacies of customer experience management
- How customers process information and the role it plays in customers' buy-in decisions
- How to increase customer retention, growth, brand loyalty, advocacy and profitability
- How to implement relevant customer experience interventions (e.g. Value Discipline Triangle and Moment Mapping)
- How to transform CEM results from data to actionable business information
- How to use internal stakeholder feedback (VoC) to constantly improve the Customer Experience, and
- How to develop a business case for CEM within the organisation.

THIS COURSE IS FOR YOU IF YOU ARE ONE OF THE FOLLOWING:
- Managers involved with Customers, Services, Sales, Accounts, Marketing, Public Relations, Industrial Psychology and Specialists in Voice of Customer, etc
- Graduate and Post-Graduate students in Marketing, Public Relations, Industrial Psychology, etc.
- Individuals looking for continued learning and self-improvement opportunities.

WHAT DO YOU NEED?
- Grade 12 / Matric

ASSESSMENT AND ACCREDITATION
- To obtain a certificate issued by the University of Pretoria, candidates must successfully complete a related assignment.
- Short courses and certificate programmes presented by the University of Pretoria through CE at UP are not unit standard based and not credit bearing on the National Qualifications Framework.

GRAB YOUR SEAT BY REGISTERING RIGHT AWAY

Date: 30 September 2014 to 03 October 2014
Time: 08:00 - 16:00
Venue: Schoongezich Boutique Hotel & Conferencing, Pretoria
Cost: R11 000 per delegate, includes course material, lunch and refreshments

More info:

Schoongezich Boutique Hotel & Conferencing - 369 Schoongezicht Str, Erasmusrand, Pta