Graeme Chipp will be guest speaking at the upcoming AICD
Strategy Briefing - Improving Customer Centricity: How an effective
customer relationship strategy can ensure long-term
success.
It is not always easy to tell
where product ends and service begins. And with similar products
saturating the market, customer service has become the key
differentiator of the experience customers receive.
Critically, it is this customer experience that determines
loyalty and retention and therefore competitiveness and
profitability.
It all comes back to the
business of attracting and satisfying customers better than
your competitors and for that you need to scrutinise every aspect
of the customer experience and truly understand the needs of the
consumer.
This knowledge should inform
strategic decision making across the whole organisation and be used
to review key business decisions in the context of what will this
mean for their customers - not just what will it mean for their
profit and loss.
To become truly customer
centric you need to adopt a whole business mindset. But
how do you get everyone on the same page?
In this presentation, our
panel of experts will discuss the importance of measuring customer
experience, how to identify the services with the biggest effect
and how to pave the way for a long-term customer-centricity
agenda.
The briefing will be held at the Australian Institute of
Company Directors, level 21, 459 Collins Street, Melbourne on
Monday 28 November at 5.30pm. Click here for more details.
To download the presention, click here
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