Exposure to customer experience management

The Department of Marketing Management hosted Professor Adré Schreuder, CEO of Consulta, founder and chair of the SA Customer Satisfaction Index (SASCI) and extraordinary professor in the Department during August 2015. He presented a customer experience management workshop to MPhil Marketing Research students.

Prof Schreuder shared the latest developments in customer experience management with students. The content of the workshop was grounded in theory and presented in a practical and hands-on way. As part of the workshop, students reported on their own customer experiences at a number of well-known South African retailers. They also had to report back on how they would advise these retailers to improve their customers’ experiences. The MPhil Marketing Research programme is offered by the Department in collaboration with GfK Verein.