The Customer Experience Leadership programme of USB Executive Development (USB-ED) aims to prepare organisations for the challenges of the experience economy that currently prevails. To be successful in this new economy, organisations need the skills that this programme offers to design, create and deliver transformational customer experiences.
During the last century, the global economy has moved from a commodity-based economy (agriculture and mining), to a goods-based economy (dominated by fast-moving consumer goods - FMCGs), to a service economy and to the current experiential economy where customers are buying experiences and making key purchasing decisions based on emotions and experiential factors.
Are you ready for the experience economy?
This programme prepares participants for success in designing, creating and delivering transformational customer experiences.
Great course. Left me feeling motivated to go back to my organisation and to try and make a difference!
" -Helene Pretorius Client Relationship Manager, Sanlam Private Investments (2009 participant)
This is an essential course for anybody who wants to deliver and lead customer service excellence.
" -Mkhuseli Mancotywa, Account Director, Glasshouse Multimedia (2009 participant)
A great programme! It covered more concepts than what I initially expected. I found it very uplifting.
" -Karien Bredenkamp, Studio Manager, Sunflood Studios (2009 participant)
The Customer Experience Leadership Programme is aimed at client service managers, key account managers, line managers and area managers.
It is assumed that participants comply with the following requirements: English language competence at NQF level 4. Sufficient ability to read and comprehend learning material, and to write assignments and follow/participate in discussions on management issues.
Dr. Kosie de Villiers
Zenobia Petersen (Gauteng)
Tel: +27 (0)21 918 4475
Fax: +27 (0)21 918 4478
zenobia.petersen@usb-ed.com
By the end of the Customer Experience Leadership Programme, participants will:
On successful completion of the Customer Experience Leadership Programme, delegates will receive a certificate from the University of Stellenbosch.
The following themes will be covered:
The Customer Experience Leadership Programme is presented on the complexity level of NQF 5.
1 programme (duration 2 days)
Class times: 08:15-17:30
R4 900
The Customer Experience Leadership fees include programme material, lunch and refreshments, and are payable before the commencement of the programme.
It is of utmost importance that USB-ED be formally notified in writing of cancellation 14 days prior to the commencement date of the programme.
A cancellation fee of 10% will be payable for cancelling fewer than 14 days prior to the commencement of the programme.
Please note that the Customer Experience Leadership Programme fees and dates are subject to change.
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