How Customer Experience Can Maximize Your Bottom-Line
REAL SUCCESS EVENTS PRESENTS
JOSEPH MICHELLI
LIVE IN SANDTON - 05 JULY 2019
MESSAGE FROM BRIAN WALSH
Founder of REAL Success Events and The REAL Entrepreneur
I have been privileged to know Joseph Michelli for the last 6 years. He is an amazing man and I am honoured to call him a friend.
Joseph’s understanding on how customer experience effects business growth, sustainability and success is second to none. For the years I have known Joseph and discussed this topic in depth with him, I have always wanted to bring him to South Africa to share his incredible insights and strategies.
Joseph has consulted and worked with the biggest brands in the world. He has also written 6 best sellers on customer experience and service excellence. He is the foremost expert on this topic in the world. More importantly his ability to convey it and help companies to build strategies that work is unsurpassed by anyone else in the world.
I am so excited to have Joseph and his wife here in South Africa as my personal guests and in so doing I have convinced him to do this 1-day workshop that will probably never be repeated in South Africa again.
You have to hear this amazing man talk about a topic that so few businesses realise the impact of. It is life changing.
Kindest Regards
Brian Walsh
WHO IS THIS FOR?
ESTABLISHED ENTREPRENEURS, BUSINESSES, SENIOR MANAGEMENT AND CUSTOMER SERVICES MANAGERS.
Why It’s Vital For A Business To Learn How To Keep Customers Before Finding New Ones?
Businesses become so focused on finding new ways of acquiring new customers that they neglect one of their biggest assets which is their current database. The top performing companies in the world focus on repeat business through building sustainable relationships with their existing clients and turning them into their biggest fans and advocates, Apple and Amazon are clear examples of this ideology.
Leaders like Amazon’s Jeff Bezos and Apple’s (late) Steve Jobs agree that customer experience delivery predicts you businesses overall success and sustainability.
Bezos puts it this way: “We see our customers as invited guests to a party and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little better.”
While Jobs noted: “Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.”
Why It’s Vital For A Business To Learn How To Keep Customers Before Finding New Ones?
Businesses become so focused on finding new ways of acquiring new customers that they neglect one of their biggest assets which is their current database. The top performing companies in the world focus on repeat business through building sustainable relationships with their existing clients and turning them into their biggest fans and advocates, Apple and Amazon are clear examples of this ideology.
Leaders like Amazon’s Jeff Bezos and Apple’s (late) Steve Jobs agree that customer experience delivery predicts you businesses overall success and sustainability.
Bezos puts it this way: “We see our customers as invited guests to a party and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little better.”
While Jobs noted: “Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.”
THE KEY AREAS THAT AMAZING CUSTOMER EXPERIENCES IMPROVE
- Retention And Repeat Business
- Effectiveness Of Cross-Sell Effort
- Rates By Which You Convert Prospects To Sales
- Overall Profitability - Minimizing the Gap Between Turnover and Profit
- Brand Equity and Customer Loyalty
- Amounts Customers Spend With You And Your Business
- Ease Of New Customer Acquisition And Overall Lowering Of Marketing Costs
Why You Cannot Afford To Miss This
In this very special exclusive one day event Dr. Michelli will help you develop a customer experience action plan complete with:
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Defined customer experience objectives
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An approach to infusing your brand identity into your overall customer experience strategy
-
Tools for creating persona-based customer journey maps
-
Tactics for selecting people, products, processes, and technologies which will maximize perceived customer value
-
Resources to identify high-value customer touchpoints
-
Guidelines for establishing effective feedback loops (real-time and relational) that leverage customer input for the creation of relevant improvements and innovation
-
Keys to sustaining a customer experience culture and long-term business success
-
Ways to anticipate future customer needs, wants, and desires
-
Customer experience training tools, service recovery resources, and experience design technologies
Why You Cannot Afford To Miss This
In this very special exclusive one day event Dr. Michelli will help you develop a customer experience action plan complete with:
-
Defined customer experience objectives
-
An approach to infusing your brand identity into your overall customer experience strategy
-
Tools for creating persona-based customer journey maps
-
Tactics for selecting people, products, processes, and technologies which will maximize perceived customer value
-
Resources to identify high-value customer touchpoints
-
Guidelines for establishing effective feedback loops (real-time and relational) that leverage customer input for the creation of relevant improvements and innovation
-
Keys to sustaining a customer experience culture and long-term business success
-
Ways to anticipate future customer needs, wants, and desires
-
Customer experience training tools, service recovery resources, and experience design technologies
WHO IS DR JOSEPH MICHELLI?
Joseph A. Michelli, Ph.D., C.S.P., is an internationally sought-after speaker, author, and organizational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on customer experience. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their lives.
Dr. Michelli is a Wall Street Journal, USA Today, Publishers Weekly, Nielson BookScan, and New York Times #1 bestselling author. His latest book is Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way.
Joseph’s titles include:
- Leading The Starbucks Way: 5 Principles for Connecting with Your Customer, Your Products, and Your People
- The Zappos Experience: 5 Principles to Inspire Engage and WOW
- Prescription for Excellence: Leadership Lessons for Creating a World-Class Customer Experience from UCLA Health System
- The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary
- The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company,
- When Fish Fly: Lessons for Creating a Vital and Energized Workplace which was co-authored with the owner of the "World-Famous" Pike Place Fish Market in Seattle.
PAST AND CURRENT CLIENTS INCLUDE:
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