Conference speakers:
key topics
| The power of instinct in business
Despite all the management tools, techniques and models designed to create great customer experiences, the fact is that most organisations fail to deliver them. This presentation focuses on the one ingredient that separates companies that deliver average experiences from those who deliver great experiences – instinct. Through a mixture of real life case studies and highly-interactive sessions, we will show you how to develop an instinct for what really works in business and will outline a simple process and a series of key steps to consider BEFORE blowing your budget and management time on market research, MBA driven consultancies and CRM-implementations. We will take you through how some of the world’s most successful companies have used the power of instinct to transform their business. We look at leaders as diverse as Charles Dunstone, Tim Waterstone, Gordon Ramsay and Jeff Bezos and organisations as varied as Tesco, EMC, Innocent, and Topshop. Learn why most research distances us from customers – and how to avoid this. Know why being a successful brand leader has more to do with EQ than IQ. Discover how to use instinct to turn a poor customer experience into one that is highly differentiated and valuable for your customers. See more about this topic: Books: See Feel Think Do by Shaun Smith and Andy Milligan See more on Customer Experience Management workshops |
 This was a great session that forces you to think. Shaun’s premise that too many of us “manage by the numbers” instead of “leading from the gut” is supported by intriguing stories and case studies. Worth every minute.
Shari Jarackas, DaimlerChrysler, Manager – Training Development & Quality Coaching
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