From Customer Service to Customer Experience, Executive Presence and Impression Management
Customer experience is acknowledged as being the key point of competitive differentiation for future success and during this fast paced and fascinating presentation, Lynn Baker shares what customer experience is, why we need it and how we get it!
- From Customer Service to Customer Experience
- Executive Presence and Impression Management
- Customer experience is often confused with customer service; yet there is a vast difference.
- Customer service is defined as: – the assistance and advice provided by a company to people who buy or use their products or services’.
- Customer experience is defined as: – the total interaction, from start to finish, between an organisation and a customer.
Customer experience encompasses every touch point a customer uses to interact with your company or your brand, whether it be by phone, email, website, retail outlet, call centre, social media or sales representative. The experience customers receive from each and every one of these touch points, will determine the future success of any company.
Highlighting the 6 fundamental demands of today’s savvy and sophisticated customers, Lynn shares how successful global brands such as Disney, Apple and many others are using customer experience innovations and technology to attract new customers, retain current customers and create brand advocacy.
However, fulfilling these demands is only one segment of delivering great customer experience. Fundamental to the success of any customer strategy requires leadership shift their focus from purely driving profit to placing customers at the centre of strategy. Finally, and more importantly, is the critical aspect of employee engagement, without which, no company or customer experience strategy can survive.
Creating a customer-centric business that focuses on driving better customer experience is not easy and it’s not quick, but it is critical in achieving success in today’s highly competitive markets. This presentation is designed to shift the thinking of the audience about the role they play in the customer experience journey and what contribution they can make to ensure its success.
- Remaining relevant to our market and customers
- Credibility – consistent delivery of service, promises and values
- Ease of access, convenience and personalisation
- Brand association and managing perceived value of offering
- Accountability for social responsibility
- Exceeding expectations
Customer Experience is not a department – Customer Experience is a company culture!
LYNN BAKER is a Certified World Class Speaking Coach, Executive Presence Consultant, professional speaker and successful business woman. In addition to this, she was recently appointed as the Programme Director for the Henley Business School – Executive Speaker Programme.
During her varied business career, Lynn has worked for large corporates both locally and internationally, with a specific focus on sales, marketing and customer service.
In 2006, she attended a Disney Quality Service course at Disneyland in Florida and implemented many of the Disney Customer Service philosophies at Montecasino Corporate Events, which she ran for 10 years.
In 2010 she returned to her passion of public speaking and completed a course with World Class Speakers in the USA, where she qualified as the only ‘Certified World Class Speaking Coach’ in Africa.
Lynn now combines her passion of public speaking and customer service by delivering fast paced and fascinating presentations on the captivating subject of customer experience.
When I came to you with my speech, it was a horrific story of my experience only.
It is now a powerful flowing gripping encounter of my ordeal, with deep real life-lessons learnt from it. Along with that are the emotion shaking visuals you selected for me.
Your insight and vision of where this has taken me, is nothing but remarkable. I can never thank you enough for how much you’ve help create this incredible dream I’m now living. My gratitude is immeasurable. Thank you Lynn, with all my heart.”
The Rusty Story
“Lynn Baker took me on as one of her trainees under her executive coaching programme. I have had public speaking engagements over the years but needed to do undergo professional executive coaching in order to ‘up my game’ and crystallise on my key note address.
Being an executive in a multinational corporate world I needed someone who would understand the dynamics of such an environment as well as have the candid experience of having successfully coached similar individuals. Lynn and her executive professional speaking programme that was done in conjunction with USB embodies all of these attributes.
I am greatly indebted to Lynn to taking the time to equip me and I am already seeing the impact of her coaching from the positive feedback I get from the talking engagements I have had since then. The quality of coaching from Lynn exceeded my expectation and was of an international standard. I would recommend Lynn any day.
Lynn you are more than a ‘star’, you make ‘stars’.”
Dr Rutendo Hwindingwi (PhD)
Associate Director Deloitte & Touche South Africa
“I just wanted to take the opportunity on behalf of the board and membership of the XL Travel Group to convey our sincere appreciation for your participation and your keynote presentation at our recent ‘One Vision, One Journey, Together’ Conference in Zanzibar. The content of your presentation was so relevant to our senior managers and directors and your delivery was that of the consummate professional you are. Throughout your keynote you informed, entertained and retained the attention of the delegation because of the variety of delivery techniques you included. The feedback received anecdotally and formally through the Conference Questionnaire circulated post the event has been outstanding regarding your session. What I found particularly refreshing having now worked with you, is your desire to be involved over and above the role you were commissioned to perform. Throughout the lead up to the conference you demonstrated a flexibility and willingness to adapt to our business needs and contribute to the business elements of our conference above and beyond your remit. This was very welcome and differentiates you from many other conference speakers.”
Strategic Development Manager, XL Travel Group
” We had the pleasure of Lynn Baker as our Master of Ceremony for the launch of the FNB Stadium Conference and function facilities. Presenting to 300 guests in a 90 000 seater stadium takes a huge amount of presence and Lynn Baker certainly had that and more. I have no hesitation in recommending Lynn as an Master of Ceremony and Keynote speaker. ”
Managing Director, Event Organiser’s Network
“WOW What an impact! Thank you very much for coming over to Zimbabwe and for the outstanding presentation. All I heard later on when I presented in the last session were rave reviews of your presentation!”
Percy Tawona Kadziyanike
“Your content, value of information, knowledge, added value, and ability to make a public speaker out of me was excellent throughout.
I could not have done this without Lynn’s expert advice, guidance and coaching. Thank you”