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CUSTOMER EXPERIENCE FORUM 2008

Building a Great Customer Experience

"Customer experience is bigger than customer service."

- Jeff Bezos, Amazon.com

As businesses fight to differentiate themselves in a commoditising market, it is no surprise that 95% of senior business believe the Customer Experience is the next competitive battleground. But how do you build a great Customer Experience?

Who better to tell us than Colin Shaw, the Founder of Beyond Philosophy, the worlds thought leaders in Customer Experience. Colin is author of three international best selling books on the Customer Experience. We are pleased to announce he will be facilitating the day for us.

To open the day, Colin will discuss his first book "Building Great Customer Experience". He will reveal the Seven Philosophies for building a great Customer Experience. These are:

Great Customer Experiences are:
  1. A source of long-term competitive advantage.
  2. Created by consistently exceeding Customers physical and emotional expectations.
  3. Differentiated by focusing on stimulating planned emotions.
  4. Enabled through inspirational leadership, an empowering culture and empathetic people who are happy and fulfilled.. 
  5. Designed “outside in” rather than “inside out”.
  6. Revenue generating and can significantly reduce costs.
  7. The embodiment of the brand.

To make these philosophies "live" Colin will outline them with examples from everyday experiences. He will reveal the work Beyond Philosophy undertake with many of the leading brands across the globe, and the financial benefits this work brings. This is a rare chance to glimpse into the best practice around the globe.

BOOKING FOR THIS EVENT IS NOW CLOSED

BIG BRAND SPEAKERS

SHOULD I ATTEND?

  • CEOs, COOs, CFOs, MDs, FDs
  • Marketing Directors/Managers
  • Customer Centricity Directors/Managers
  • Customer Care Directors/Managers
  • Operation Directors/Managers
  • H/O CRM
  • Sales & Marketing Directors/Managers
  • H/O Customer Service

Anyone who has a key role with in the operation or business leader with the growth and strategy responsibility of your company then this is the event for you.


A HELPING HAND


Maggie Wheeler is our event producer and is available to answer any questions you may have about the event. Maggie will facilitate and support all the speakers and delegates to make sure a successful running event and is there to make sure you get the value you expect from such a well focused and valuable subject.

Maggie can also deal with company multiple reservations and organise at preferential multi seat rates. Call her now on: 01993 844466 so she can handle your telephone booking.
 

OUR SPEAKERS
MORE SPEAKERS ++

OUR EVENT DATES & LOCATIONS
  • Tuesday 22 April, 2008
    Millennium Knightsbridge Hotel, London

THE BENEFITS OF ATTENDING THIS FORUM

  

  • The Seven Philosophies for building a great Customer Experience.
  • How to build a consistent Customer Experience.
  • How great Customer Experience can be revenue generating and save costs.
  • What other organisations are doing to build a great Customer Experience.

To illustrate his points, during his facilitation, Colin will make live phone calls to companies to provide examples to the points he is making. Not to be missed!

One of the key benefits of the day will be the networking. You will be amongst other people from organisation all of whom will be at various stages of their development. To help facilitate learning, the afternoon session you will complete a Seven Philosophy for Building a great Customer Experience self assessment questionnaire. This will enable you to see understand how well you are doing in creating a great Customer Experience. You will then debated with other people in your groups to help gain insight and ideas on how to improve your experience.

UP CLOSE & PERSONAL

  
As usual with The Focus Group, our events are targeted at an exclusive group of senior executives with numbers limited to maintain the intimate and sharing focus of the event. There is every opportunity to mix with the speakers and ask questions. Speakers will be around for much of the event and will mingle across the various tables during the interactive sessions.

DELEGATE FEEDBACK FROM LAST EVENT

"Good relaxed atmosphere with great content..."

- Jennie Lee, Group Marketing Manager, Marsh Insurance

"Customer service great, interesting speakers and high level content..."

- Liz Sear, Marketing Manager, CITB

"I thought ITV’s approach was fantastic, very informative and engaging..."

- Sarah Roberts, Marketing Controller, Bentley Motors Ltd

OUR SPONSORS

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