Course in Customer Experience Management
Increasingly, organisations are recognising that customer retention, growth and profitability rely heavily on the quality of the customer's interaction with the organisation. The course in customer experience management (CEM) focuses on the development and execution of CEM measurement, strategies and implementation.
The course will cover the following topics:
- Basic principles of CEM
- Getting inside the mind of your client
- Evaluating, interpretation and measuring the customer experience
- Developing, designing and implementing (delivering) customer experience strategies
- Developing a business case for CEM within the organisation
After completion of this course, delegates will be able to:
- Identify, differentiate and understand the different concepts in the field of CEM
- Understand how customers process information and the role that information process styles play in the buy-in decision of customers
- Measure customer experience through the utilisation of various measurement methodologies
- Understand how to use internal stakeholder feedback (VOC) to constantly improve customer experience
- Develop a CEM strategy for various industries
Who should enrol:
Managers involved with customers, services, sales, accounts, marketing, public relations, etc.
Entry requirements:
Matric and relevant experience
Time: 07:30 - 16:00
Venue: Tinstwalo at Waterfall, Kyalami, Johannesburg
Cost: R12,300