The Driving Authority on Customer experience
MC | Keynote | Team Thinking | International
Lynn Baker has clearly defined outcomes for her keynote speeches; to educate and inspire audience members to move beyond just delivering customer service to driving customer experience. Her fast paced and visually dynamic presentations include examples of how Disney, Amazon, BMW and other successful companies are focusing on ‘Customer Experience’ to drive sales, increase customer retention, reduce churn, increase market share and more importantly, inculcate employee engagement. In 2006 Lynn attended the Disney Institute Quality Service course at Disneyland, Florida and subsequently implemented many of the Disney Service philosophies at Montecasino Corporate Events, which she ran for 10 years. In 2016, she attended a Customer Experience Masterclass in Dubai, giving her further insight into the key elements of CX, including the critical aspect of employee engagement in a successful customer experience strategy.
“Lynn grabbed the opportunity and clearly landed the CX message we needed to hear. We were very grateful for the research she had done into our industry and the insights shared. Lynn’s presentation was on point and culminated in much debate and food for thought for the duration of our strategy session”. – Claire Anderssen; Marketing Manager: Brand and Events, Nedbank Insurance, Nedbank Group.
- The Key to Competitive Differentiation
- Beyond Customer Service to Driving Customer experience
- Beyond Management to Leadership
- The Polished
- Customer Journey Mapping
- Speaking of Speaking