THIS KEYNOTE BY MARK DI SOMMA IS TITLED:
"I forgot you – and I can’t remember why":
Why should your customers remember you?

What's this about?

This is a presentation about building indelible memories. Lifting your game to break from the pack means actively, aggressively and consciously making the decision to become the organisation that customers are loyal to. The organisation that customers know and want to work with. They organisation they remember. The competitive advantage going forward doesn’t lie in being anyone, because anyone is replaceable and forgettable. It also stands to reason that if it’s not good enough to be just anyone anymore, then it’s not good enough to think and behave like anyone either.

Part of that is making a deliberate decision to move away from a generic customer service model, and to pursue an approach designed to provide customers with experiences that make them feel loyal.

Getting it right with customers means delivering them experiences that are:

• memorable - people enjoy and remember the interactions
• distinctive - when it's done well, only you will dare to work this way
• consistent - the experience you deliver is the one you promised and the one you know you can afford

In this presentation, Mark will present your people with a completely different definition of "customer" - one that will help them to understand that the next era of customer service demands participation and commitment from everyone inside the organisation. He'll talk about how you empower people to behave in this way, and he'll introduce them to the concept of "plussing" - an idea that Walk Disney used to inspire his animators to excel.

Who's this for?

This programme on the power of unforgettable customer experiences is aimed at brand managers, marketing managers, communications managers, call centre managers and teams, operational decision makers, project and team leaders.

What does it cover?

In this keynote, Mark works through:

• The four ages of service
• Delivery - the price of autonomy
• The “L” word
• “Customer” – redefined
• Everyone counts
• Little by little by little is big
• The power of permission
• 9 thoughts to lift the intensity