CUSTOMER EXPERIENCE PROGRAMME
by John BerryLanguages: English
Price (from): €2,200 / day
About the trainer:
John is an internationally recognized customer experience expert, thought leader and trainer. His extensive experience as the former Managing Director at the bank Abbey National (now part of Banco Santander) long-side his work with businesses over the last decade enable attendees to gain significant insights from his work around the world.
Customer centricity is core to his business focus – seeing the world through the eyes of customers. Business uplifts of +30% have been regularly achieved in his work with banks
During his extensive banking career, his roles included Sales Director (800 branches/ 13000 staff), Marketing Director, Operations Director, European Director and Managing Director (retail)
He received international recognition for customer-centricity innovation in bringing a form of franchising to UK financial services as well as changing the face of high street banking by putting coffee and banking together (Costa Coffee)
Since “retiring” from Abbey at the end of 2003 John has worked throughout the world assisting businesses to improve their performance through increased customer centricity (experience has included many countries in Africa/ SE Asia/ Australia/ Europe/ Middle East, India, Pakistan, Russia, Korea)
His involvement with training companies globally has enhanced his international reputation
He has published work on bank performance and is also a recognized speaker at banking conferences
In addition to work in the financial services arena, his expertise also incorporates non-FS sectors where he has helped companies dramatically improve performance through creating a “buying culture” ensuring companies look at all aspects of their business from the customer’s perspective
A knowledgeable and very experienced individual John will help challenge existing approaches and methodologies to improve corporate performance. His knowledge of the market changes and the new world challenges facing banks enable him to give added value to senior management teams wishing to differentiate their performance in a crowded marketplace
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CUSTOMER EXPERIENCE PROGRAMME by John Berry
About the training
#performance #growth #loyalty #maximize sales
Companies need to differentiate their offerings in order to grow revenue, increase loyalty, reduce costs, meet the challenge of increased regulation and competition alongside the impact of the drive to digital – increased demand for service quality from customers is also creating major pressures across all industries
These pressures impact people, processes, products and distribution channel alternatives. Understanding what customer wants and responding pro-actively presents all companies with a growth opportunity providing they have created the appropriate culture to deliver performance excellence through understanding the experience required by customers
This program will offer attendees a unique opportunity to experience the “customer experience store tour” in order to benchmark performance delivery against other organizations
Customer Experience Store Tour
This day will include visits to a range of leading retailers in order to benchmark service delivery in different industries
The day starts with a full briefing and then involves an accompanied tour followed by a closing session involving sharing of key lessons learned during the day
Learning outcomes
Performance Growth
Enhance your performance growth and revenue opportunities through improved marketing and customer interaction.
Understand the Challenges
Understand the channel challenges today and learn of how leading players are growing revenue whilst managing costs lower
Grow their Revenue
Learn how to create an environment where costs fall, sales increase and customers want to buy your products
Grow their Revenue
Many businesses fail to please their customers, grow their revenue, reduce cost and drive shareholder value – this program will share with attendees what the best are doing and show how they can be followed; Learn how the best businesses produce more revenue from new clients over the first 3 years through focused on-boarding programmes
Program
DAY 1:
THE CHALLENGES/ MARKET INSIGHTS
PRIORITIES
BARRIERS TO INCREASED BUSINESS
DAY 2:
DISTRIBUTION – Traditional and Digital Options for the future
REVENUE GROWTH
CUSTOMER EXPERIENCE
PEOPLE – HOW TO MAXIMISE CONTRIBUTIONS
LOCAL MARKETING AND COMMUNICATIONS
DAY 3:
Customer Experience Store Tour
Main benefits
- #Wide collection of the biggest experts
- #Filters for all kinds of needs
- #User friendly platform
- #Fast and cheap
- #Highest level of proficiency