THE SCIENCE AND PRACTICE OF CRAFTING EVERLASTING CUSTOMER LOYALTY
with Chris Daffy
December 04, 2018, 9:00 AM - 4:00 PM
$375 (US) per person

Marriott Hotel County Hall
London County Hall, Westminster Bridge Rd Lambeth, London SE1 7PB UK
+44 20 7928 5200

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THE SCIENCE AND PRACTICE OF CRAFTING EVERLASTING CUSTOMER LOYALTY

 
This workshop explains how the latest Customer Experience Management techniques are used to develop and implement a business strategy that will deliver industry and/or sector leading business performance. It also shows how exceptional service delivery may be harnessed to drive cultural change, motivate employees and create worthwhile differentiation and sustainable competitive advantage.

CHRIS DAFFY

 
MR. CHRIS DAFFY is one of the UK's best-known customer service fanatics. Following a career as an engineer, salesman, marketer, business manager and serial entrepreneur, he has spent the last 12 years focussing on helping organisations understand how to use the latest marketing and customer service techniques to create business growth, customer loyalty and competitive advantage. He is a founding partner of The Marketing Group, Managing Director of the Academy of Service Excellence and has served as a non-executive director on the boards of various UK companies. He has also worked with Manchester Business School on a variety of senior management programmes and has helped to organise and run UK and American Study Tours of Service Excellence. His book, Once a Customer - Always a Customer was first published in October 1996. There have since been four more print runs including one in India and the latest one which was launched in America in 2001. His book is now one of the UK's top selling books on the subject of customer service strategy and is used as a program manual and reference book by many of his customers. He has also produced 2 video programmes that are now used to boost service levels in over 1000 organisations by improving the knowledge, skills and motivation of employees. Mr. Daffy has a reputation for providing practical, easy to understand ideas and advice based on experience, research and common sense. His presentations are entertaining, energetic, humorous, inspirational and packed with simple concepts that are of immediate value to all people in any type of business.

TIME ALLOCATION - TOPICS

 

10% Why Customer Experience Management can contribute to sustainable success in today's

ever more competitive markets

25% The look and feel of a Service Winner

The organisational issues

The leadership issues

The cultural issues

50% The core tools of Customer Experience Management

Gathering, analysing and exploiting customer needs

Delivering service perfection

Creating corporate WOWs

Going whole brain

15% Winning Implementation Tactics


GUIDE TO PARTICIPANT SELECTION

 
APPLICABILITY:
1 Indicates primary target audience.
2 Indicates a good fit if the level of material is appropriate.
3 Indicates (in the opinion of the institute and the faculty) very limited applicability.
Department Admin Distrib Engr Finc H.R. Legal Mktng IT Opr Plng Pchsg R&D Sales
Senior Executive
(Pres, Exec & Sr VP)
2 3 3 3 2 3 3 2 2 3 3 3 2
Executive
(VP & Gen'l Mgr)
2 2 2 2 1 2 1 2 2 2 2 2 1
Senior Managers
(Div & Reg. Mgrs)
1 2 2 2 1 2 1 2 1 1 2 2 1
Middle Managers
& Superintendents
1 1 2 2 1 2 1 2 2 1 2 2 1

FOCUS

 
PRIMARY - LEADERSHIP DEVELOPMENT:
Adaptability, Commitment, Communication, Creativeness, Decisiveness, Empathy, Initiative, Interpersonal Relations, Judgment
SECONDARY - EXECUTING/CONTROLLING/EVALUATING:
Decision Making, Use of Authority, Direction, Coordination, Guidance, Quality Control, Follow Up
TERTIARY - PLANNING/ORGANIZING:
Problem Identification, Analysis, Evaluating Alternative Solutions

REGISTER

 
THE SCIENCE AND PRACTICE OF CRAFTING EVERLASTING CUSTOMER LOYALTY
with CHRIS DAFFY

December 04, 2018, 9:00 AM - 4:00 PM
$375 (US) per person
Marriott Hotel County Hall
London County Hall, Westminster Bridge Rd Lambeth, London SE1 7PB UK
+44 20 7928 5200
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