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How to Build the Most Customer-Focused Company in the World
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About the talk
A strong customer-focused Culture is essential to the success of the implementation of a Customer Experience Strategy. Walk away with an action plan to tailor-make your best in class corporate customer experience strategy. Gain a clear strategy to:
Starting afresh: what are the key elements and framework you need to put into place
How to put customers first in every key element of your strategy
Getting the top-level buy-in and board level champions of CX
Putting customers first in everything they do to build loyalty and increase growth
00:00 Intro
01:00 Melanie Bois
01:40 Overview of conversation
02:04 Key elements
03:50 Tools that help
05:20 Leadership
06:00 Main moments
06:30 Customers
09:03 Components of the plan
10:15 Governments
10:58 Prioritization
11:20 Customer experience
16:46 Coaching
18:20 Employees paint points
18:40 Communication
19:23 Tools and IT
24:29 Conclusion
About speaker
With more than 15 years of experience, I held roles as managers and principal advisor roles to top level management in Customer Experience and Strategic Marketing Development. I have demonstrated concrete results and expertise in : Corporate Customer-oriented Strategy, Customer Experience (CX) Program Development and Implementation, Voice of Customer (VOC) Program Development and Implementation, Customer Experience Design & Solutions, Solutions Development and Implementation, Employees Engagement to Customer Culture (Marketing HR), Marketing & Market Research, Customer Insights, Customer Loyalty Measure Program, Customer Experience Measures & ROI, Development of Sustainable and Value-added Offers / Services & Products, Innovation Processes, Service Enhancement and Standards, CX Continuous Improvement Processes.
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Great organizational, culture session, unless you have a great employee. But yet often drive to El ranchon Bank over to Melanie. To all attendees and hi to my dear colleagues. And it's my pleasure to be with you today to talk to you about one of my passion, which is to be customer-centric organizations and all from the comfort of our home. Since you're here today, you're probably a six the expert or you want to push further to customer centricity of your organization. So you may know
that building a customer-centric organization is a long journey, right? And to be able to reach the destination. You need to have the best tires to ride on bumpy roads because, yeah, roads are not always move as you may know. So, in this session, you'll get a clear understanding of the characteristics of high performance tires companies, put on which has to become fully customer-centric.
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