Enterprise Dynamics
Management System in Stellenbosch

Welcome to the website of Enterprise Dynamics, a strategy facilitation and marketing consultancy situated in the beautiful Western Cape province of South Africa. Our aim is to be the preferred trusted advisor and strategy and marketing service partner of leading public and private organisations in South Africa and abroad, in the forging of mutually beneficial long-term relationships with their customers and alliance partners. Pine and Gilmore, already in 1998 predicted that experiences will be what customers want in the new experiential economy. We believe that this is what customers are now demanding. Looking at the history of economic change over time it is clear that commodities, by being customised, have been turned into products. Products then became commoditised and companies sought to differentiate them through customisation and turning them into services. Some successful companies, however, go a step further and customise their services and turn them into the experiences that will result in long-term sustainable customer loyalty and profitability. Apple, Nike, Starbucks, Virgin and Avis are some of the most well-known examples of companies that have very successfully differentiated themselves on customer experience. There is ample evidence that customer experience is becoming increasingly important. BusinessWeek in the USA in a recent study found that successful companies are investing more in customer experience and satisfaction, as they cannot afford to loose customers in the recession. In South Africa specifically it is critical for companies to improve customer experience in anticipation of the requirements of the new Consumer Protection Act (Act 68 of 2008) and the FIFA 2010 Soccer Worldcup to be held in South Africa in The Consumer Protection Act makes specific mention of the consumer’s right to quality service. Experiences could be sensory, emotional, intellectual, behaviour, or relational and can be categorised as either entertainment, educational, aesthetic, or escapist. A holistic approach is needed to design and manage the c controllable elements in the customer experience mix that have to be planned for and managed by your company. The service design (the technical quality of systems and processes) The service delivery system (the functional quality of systems and processes in all channels) We have the qualifications, the experience, and the partners to deliver according to your expectations.