Stakeholder Magazine Event
Improving the Customer Experience
HALF DAY Showcase: £79 (excluding VAT)
Registration at 8.30am to start at 9am and finish at 12.30pm
Manchester Princess on Portland: 23rd June 2009
London Harrington Hall: 2nd July 2009
Stakeholder Magazine readers are working harder than ever to keep customers coming back, this short dynamic event is designed as an inexpensive way to give you access to lots of ideas and latest thinking.
You’ll take away proven ways of improving your customers’ experience.
Stephen Hampshire
Stephen has been instrumental in developing The Leadership Factor's unique methodology in satisfaction and loyalty measurement, specialising in the advanced statistical analyses required for modelling. He has written many articles for Stakeholder magazine and is often invited to write articles for journals in the UK. His presentation for Stakeholder Showcase is titled ‘The lesser of two evils’ which discusses dissatisfaction and defection.
Richard Kimber
Richard joined the Leadership Factor as a Client Manager after eight and a half years with GE Fleet Services and he holds an MRS level 5 Advanced certificate in Market and Social Research. His presentation is a review of a booked titled ‘Predictability Irrational’. He speaks about how customers can be irrational in their decision making, but how you can actually predict this happening.
This half-day is delivered by two presenters and will include a group discussion as well as a mix of presentations.
Each session uses real examples of what UK companies are doing now to make a difference to customers. There are examples from a wide range of industries including retail, B2B, financial services and public sector.
Agenda
8.30am Coffee and registration
- The lesser of two evils
- Separating out dissatisfaction and defection
- Managing defection
- The role of complaints
- Communicating to customers
- An authentic voice
- Managing expectations
- Making sure customers notice
- Embedding a customer culture
- Helping employees to feel they can make a difference
- Getting buy-in
- Thinking like a customer
Coffee break
- Taking action
- Momentum
- Making your survey actionable
- Models for change
