Translating the customer experience into your competitive differentiator.
In the on going battle to win the customer and maintain their loyalty, the current European retail environment is tougher than it has ever been. When it comes to shopping, the age-old expression "the customer is king" prevails with today's consumers in control, with more choices and more options than ever before. As a result, retailers can no longer assume it is acceptable enough to offer a good selection of merchandise at attractive prices, but create the ultimate customer experience in retail. Get it right and you will reap the rewards - boosted profits, improved market share and ultimately, a competitive edge in what is likely to be a saturated market.
With complexities in consumer buying patterns and behaviours also changing, retailers need new strategies to spark customer loyalty and send sales through the roof. The retail game changes quickly and is more competitive than ever before. A challenge for main street retailers is now how to fight to compete for the mega stores and countless retail portals on the web. With so many shopping alternatives and so many more to come, how does do retailers get consumers to take notice? How do you know where to start when confronted by the baffling array of solutions that seem to further advance as each day passes?
Attend and gain practical insight through proven experience on how to:
- Invest successfully in the customer experience as the foundation of any CRM strategy
- Maintain an exceptional omnichannel presence – master how to ensure consistency of brand promise while balancing specific channel requirements
- Get up to speed with advances in customer experience management in a digital, mobile and in store environment
- Adding behavioural design and science across customer touch points as well as mapping the entire customer experience
- Developing feedback mechanisms to further drive engagemen
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Register and Pay By 9th January 2015: £999
Register and Pay By 30th January 2015: £1199
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Speakers: Gary Adams Business Change Leader Pendragon, Alastair Boot Customer Experience Lead WaitroseKelly Tolan Head of Customer Experience Retail Virgin Media, [Virgin Active] Natasha Young Head of Customer Service Virgin Active, Ian Golding Ian Golding UK Ambassador Custerian, [eBay Europe] Jochen Eckert Senior Manager Loyalty eBay Europe, [COOP] Mike Dranov Head of Memebership Programme and Customer Management COOP, [WM Morrison] Crawford Davidson Customer Director WM Morrison, Daniel Curzon Head of Customer Experience Shop Direct, Lucie Colt Director Next Ten Years, Glenn Bisgaard VP and Head of Customer Management KuoniKarin Berg VP Social Media LIDL, Dave Andrews Director of Customer Experience Globalisation Pitney Bowes
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