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From Customer Service to Customer Experience, Executive Presence and Impression Management

Introduction

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

#CXGeneration
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.

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