Whether it's an hour's speech, a half-day session or a two-day workshop, here's some of the topics we cover:
The bold practices used by innovative brands to differentiate their brand, and how they overcome the challenges and engage their people. We draw on stories and examples that resonate with your audience and inspire new thinking.
The experience economy - the shift from products and services to experiences and the opportunities to differentiate.
Enabling and inspiring your people to deliver the experience - developing a holistic strategy aligning product, process and people.
Delivering customer experience across multiple channels - the role of social media and digital marketing; and the evolution of Contact Centre to Experience Centre.
Practical roadmaps for implementing and measuring the experience - what works, what doesn’t and the pitfalls to look out for.
Here are a few ways in which we've helped clients
Thought-provoking and extremely helpful
Meeting Industry Association
Helped us integrate corporate best practice from major brands with our strategy. Brought our plans to life in such a way that he kept the audience engaged and reinforced key messages
Engaged our audience and explained the principles of Customer Excellence in a way that they could understand and act upon
Insight into how we can make our contact centre a value-add, with a greater focus on the customer, enabling us to differentiate the experience and protect the brand
New insights on achieving brand differentiation and customer loyalty through the customer experience
Intercontinental Hotels Group
Getting staff to own and live the brand is something I have been encouraging; it was good to hear Shaun deliver the same message and will help to get buy-in from our senior managers and staff
Insight into how businesses succeed by putting the customer experience at the forefront of their strategies. Provided a clear and challenging picture of where we stand in the marketplace
Engaged our senior European team around branding and differentiating the customer experience
Helped us re-launch our values for all our customer facing staff
Helped drive a new way of thinking about how we interact with our clients
London Stock Exchange
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