Venue: Marylebone Cricket Club, Lord’s Meetings and Events, Lord’s Cricket Ground, St. John’s Wood Road, London NW8 8QN Tel. 0707 616 8502
08.45 Tea, coffee and Registration
09.30 Welcome and opening remarks by Don Hales
09.45 Introductions and Icebreakers
This is the opportunity for new delegates to get to know every one and contribute their favourite icebreaker. (come prepared)
10.15 “Don’t Feed the Ducks.... Inspire your people!” - Liam O’Connell, Business and culture change consultant Professional Speaker & Author
Liam is a business and culture change consultant, inspirational speaker and author. He helps organisations create great places to work, win national customer service awards and achieve Sunday Times best companies to work for status.
Find out how you can:
And have fun at the same time!
11.00 Tea & coffee
11.15 “Romancing The Customer”, Angi Egan, Pure Vision UK Ltd, Leading Trainer, International Author and Professional Speaker
This is a fun, highly innovative look at our behaviour when we’re romancing, how we don’t ever need to force ourselves to think about the object of our romance because they occupy our thoughts like numbskulls.
The message is deadly serious – adopt an attitude of romancing towards the customer or lose them!
12.00 More Choice, Less difference - From Customer Service to Customer Experience, Andrew McMillan, Principal Consultant at Charteris PLC
It’s been a difficult past year for most organisations and, for some, the fall-out of the recession looks to overshadow their businesses for some time to come. For many, this has prompted a review of their market position with regards to price and value and against falling demand this has lead to dramatically reduced profits for some. Many organisations are also starting to look at streamlining their processes to reduce costs and offset the damage that has been done to profits, but is this a sustainable strategy?
Andrew will argue how consistently delivering a distinct and appealing customer experience rather than functional customer service will make businesses stand out from their competitors, make them more resilient in a downturn and reduce the pressure on profits while incurring very little additional cost.
13.00 Lunch
14.00 Traits for Success - Peter Cooksley, Top Banana Training Ltd. Managing Director
Why is it that most people blame everything around them for not being successful, when if they took responsibility for their own performance they would make a positive difference. Peter will share his thoughts on a simple framework of 5 traits that will help you become more effective whilst having a bit of fun with serious intent.
14.45 Tea & coffee
15.00 "Motivation and Relationship Building" - Geoff Langston, Director, Arizion
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It has been suggested that the cost of attracting a new customer is fives times more than to look after the customers we already have. Therefore, does it not make economic sense to look after our existing customers?
Whether we are working with our external customers or with our organisational teams (internal partners), building effective relationships and motivating people can provide straightforward and fast routes to business success.
During this interactive session, you will gain pragmatic and practical insights and ideas about how you can enhance your working relationships and motivate the people you do business with.
15.45 Close
*A tour of the venue is available for an additional £10.00 per person (for a group of 12 people). Please inform me when booking if this would be of interest to you.
The fee for non-members is £80 and £60 for members. A single annual membership is £50 p.a. To reserve your place please go to book your space or email Anne-Marie Lose.
Hotel: Should you need to book a hotel for any event then please email Amy Theakston at Crème Conferences. She is an expert on finding you a hotel near to the venue and at a very reasonable price.
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