Enhance customer experience, attend expert course

The course, which will be presented in conjunction with Consulta Research, will focus on the development and execution of CEM measurement, strategies and implementation. It provides a deeper understanding of the essentials of CEM for organisations wishing to increase customer retention, growth, loyalty and profitability.

Prof Adré Schreuder, CEO of Consulta Research and chair of the Southern African Marketing Research Association (SAMRA) comments, "The past 100 years has seen the international economy move from a commodity-based economy, to a goods-based economy (such as fast-moving consumer goods), to a service economy. Your clients are buying experiences - something that is memorable and more importantly measurable. This course will prepare you for the experience economy."

After completing the course, delegates will be able to identify, differentiate and understand the different concepts of CEM; understand how customers process information relating to the customer experience; understand the primary outcomes of CEM as well as the impact of CEM on business performance in terms of sustainability, growth, profit and sales efficiencies.

Johan Kruger, executive director of Consulta ClientX, a company that specialises in CEM, based on scientific market research provided by Consulta Research, will be presenting focused talks and presentations throughout the CEM course. He adds, "Many businesses are discovering that superior products alone don't provide the edge they are looking for. Service excellence does not always do the trick either, so what is the X-factor that makes some companies memorable and their clients fiercely brand loyal? It starts with learning the key ingredients that have long-lasting impacts within your company and your clients' minds."

While many marketing and communications degrees and diplomas touch on the subject of CEM, this course is dedicated to the entire spectrum, from the development and execution of measurement to the strategies and practical implementation thereof. It provides a deeper understanding of the essentials for organisations that want to increase customer retention, growth, loyalty and profitability.

Managers involved with customers, services, sales, accounts, marketing, public relations and other related executives will find benefit in this course. For more information, email Bontle Molomo on az.ca.pu@ec.ofni.