Pre-conference A, Pre-Conference B and Post-Conference C
Tuesday 17th November 2009
09.00 – 12.30
Pre-conference Workshop A
How Social Media is Reshaping Customer Experience
This Workshop will explore the explosion of Social Media and its impact on Customer Experiences. Social Media is all the buzz at the moment, yet people don’t know its impact on their organisations.
Whilst 86% of marketing Professions believe Social Media is more than just a fad, according to McCann Erickson Bristol in the UK, 65.6% of them said they did not know how to use it for the purposes of marketing. If the marketers don’t know, then how do other leaders?
This workshop will reveal the secrets of Social Media and take participants through a review of the landscape as well as provide options for implementation. Is it scary? Irrelevant? A threat? An opportunity? Come find out and take away:
• An understanding of the impact of Social media on all businesses
• Hands-on experience with live case studies from boring manufacturing industries through to high end fashion
• A practical step-by-step implementation program.
About Your Workshop Leader
Steven Di Pietro, Executive Director
Service Integrity Mystery Shopping
Founder
Serving Reason
“Revealing the Secrets of Remarkable Service”.
Tuesday 17th November 2009
13.00 – 16.30
Pre-Conference Workshop B
Customers Experience Design - Conception to Reality
In this interactive workshop, participants will be exposed to the
principals and techniques needed to design integrated customer
centric experiences. Using examples from people’s own day
to day experiences, the session will take participants through
a series of exercises to create their own detailed customer
experience design brief.
Key topics include :
• The role of journey mapping: from customer lifecycle to
individual interactions
• Identifying the most critical events in the interaction: known
as “moments of truth”
• Establishing priorities
• How to go beyond satisfaction to build the “ideal” customer
experience
Best practice examples will be used throughout to illustrate how
other organisations have already reaped significant benefit from a
systematic and integrated approach.
About Your Workshop Leaders:
John Turnbull
Founder & Managing Director
Customer Connect Australia;
Ross Smith
Professional Services Director
Customer Connect Australia
Friday 20th November 2009 Gallup’s Human Sigma™ approach combines a proven method for
assessing the health of the employee/customer
09.00 – 16.00
Post-Conference Workshop C
Customers Experience Design -
Conception to Reality
Encounter, with a disciplined process for improving it. In a
groundbreaking, multi-year study, Gallup scientists have learned
how the world’s finest organisations unleash to the power of their
human systems – and how the worst fail to do so.
How your organisation specifically tackles the management of
its human systems to drive financial performance will, of course,
be dependent on a number of factors, but there are 5 Common
Rules, new rules for management, that can be practically applied
in EVERY organisation, large or small, private or public. These rules
help to manage the seemingly uncontrollable – the interactions
between unpredictable and inconsistent human beings.
Join this workshop to learn what these five rules are. Plus, forge a
plan to take advantage of this new way of thinking and behaving
into your workplace.
Come along and discover:
• Why the service-profit chain (Happy employees = Happy
customers) is insufficient as a model
• Why even very happy employees are sometimes unable to
create happy customers, even if they are willing
• Why satisfaction is not enough – even when combined with
“promoter” indices
• Why your customer numbers may be flat or even moving
backward, even though you are implementing “customer
delight” programs across your organisation
About Your Workshop Leader:
Melissa Dunn
Principal Consultant Global
Gallup.
