- Mining the gold of customer centricity
- From lip service to customer service experience
- Real-life implementation of customer orientation strategies
- Differentiating through customer experience & preference management
- Increase loyalty by improving relationships & customer services
- Creating a customer-centric organizational culture
- Roles of management in creating customer centricity
- We measured customer satisfaction, what do we do now?
Robert-Denis Moulloud, MBA, (pronounced: mooloo), is advising and supporting multinational companies on customer service and customer loyalty management experience, worldwide.
Most organizations aim at being more customer-centric. For the past decades, companies and institutions have indeed been bombarded with literature addressing customer service satisfaction and loyalty as key factors for success.
Yet the practical implementation of customer centricity improvement strategies has fallen short of what would be expected to carry out any business imperative.
Many organizations have simply brought little improvement in the relationship and services they deliver to their customers.
Net promoter scores get measured; CRM systems are put in place
but only few companies achieve differentiation through customer
Managers are frustrated that their organizational culture is not changing and that ultimately customers are not significantly more satisfied, loyal or profitable.
Robert-Denis Moulloud championed for ten years the practical application of a strategy of superior customer orientation as Vice President of Customer Delight, for a $3-billion, 14/m employee’s organization in 18 countries.
In his Implementing Customer Delight in real life he shows why companies often fail at translating superior customer orientation
from paper strategy to reality and shares in a passionate and
humorous style some of the worst practices displayed by
companies having embarked upon customer service centricity approaches.
In an interactive presentation rooted in years of practical implementation, he reviews customer orientation from the doer
point of view and builds on key success factors, typical limitations, incidents and failures to propose real life best practices.
Participants will learn to ensure that their company does not stumble on the blocks it is bound to encounter while implementing a customer service driven strategy. They will discover new road blocks in implementation they may not have thought of yet, and will learn
how implementation barriers can successfully be addressed in practice.