Introduction
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.
What sets this intervention apart
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 to develop and implement strategies that will increase customer satisfaction, loyalty and lifetime value.
Past participants’ comments
- "Insightful, practical and very relevant." -
Pieter Stemmet, Service Delivery Manager, Dimension Data
- "I can't wait to implement what I have learnt." -
Lorna Louw, Key Account Holder, CTP
- "Excellent course. The facilitator is very knowledgeable, competent and entertaining in the presentation of his world-class material." -
Ian Ross, Service Delivery Manager, Dimension Data
Who should attend
The Customer Experience Leadership Programme is aimed at client service managers, key account managers, line managers and area managers.
Admission requirements
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.
Participating companies
- Cisco
- Protea Hotels
- Sanlam Private Investments
- Sunflood Studios
Contact person (Enquiries)
Zenobia Petersen (Johannesburg enquiries)
Tel: +27 (0)21 918 4475
Fax: +27 (0)21 918 4478
zenobia.petersen@usb-ed.com
How you will benefit
By the end of the Customer Experience Leadership Programme, participants will:
- have improved their skills in designing and delivering customer experiences
- have critical knowledge of the customer satisfaction system
- have better understanding of leadership and management for service quality excellence.
Certification
On successful completion of the Customer Experience Leadership Programme, delegates will receive a certificate from the University of Stellenbosch.
Content overview
The following themes will be covered:
- THE BASICS OF CUSTOMER EXPERIENCE MARKETING
- SERVICE CONCEPT AND DESIGN
- THE CUSTOMER SATISFACTION SYSTEM:
including blueprinting and flowcharting, service goals and standards, and managing demand
- DESIGNING, CREATING AND DELIVERING CUSTOMER EXPERIENCE
- MEASUREMENT OF SERVICE QUALITY AND CUSTOMER SATISFACTION
- THE SERVICE RECOVERY SYSTEM
- THE SERVICE RETENTION SYSTEM:
including measurement and classification of defections, retention strategies and relationship marketing
- LEADERSHIP AND MANAGEMENT FOR SERVICE QUALITY EXCELLENCE:
including visionary service leadership, structure and culture and internal marketing
NQF complexity level
The Customer Experience Leadership Programme is presented on the complexity level of NQF 6.
Date and Venue
Bellville
1 programme (duration 2 days)
Class times: 08:15-17:30
Fees
R5 600
The Customer Experience Leadership fees include programme material, lunch and refreshments, and are payable before the commencement of the programme.
Cancellation Policy
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 programme fees, faculty and dates are subject to change.
Payment options