WHEREthe NetherlandsNovotel Amsterdam City, Amsterdam
May 30th, 2018
15.00 to 17.30
Welcome to the age of Customer First, Digital Second and Fleet Third
Meet Shep Hyken, New York TImes Best-Seller and leader of the Service Mastery Day
And he is about to introduce you to the era of Customer-Centric Leadership.
If you are involved in service lifecycle management, you may have just won the IoT/digitalization roll-out challenge and your most important test now is to learn how to put your customer at the core of your service strategy .
You may have started with working on your service team and thought that you could then implement key customer-relationship-management guidelines to stick to.
You must have tried to transform your field technicians into soft-skilled brand ambassadors in order to capitalize on their status as first and sometimes single point-of-contact (front line) with the customers.
It is not enough!!!
Industry experts now say that the best field service engineers must be trained to get critical thinking, conflict resolution abilities, intercultural competences and high emotional intelligence.
In addition to this, you must also develop your teams to gain digital skills needed to use complex connected devices.
On the customer engagement side of things, you are still trying to understand which technological solution is fluid enough to match your project management and service operations requirements. Innovation now multiplies points of contact with your customers, but does it translate into a better handling of your clients’ expectations?
The struggle is real!!
Our recent survey with EMEA Service Directors shows that, despite the best-in-class tech solutions, you are still struggling to achieve customer centricity...
So what is the Missing Link? Or Where is the Missing Link?
Join this Service Mastery Day to learn How to Become a Leader In Customer Centricity and Bridge the Gaps
What to learn from this Service Mastery Day
The next steps in creating a customer-centric leadership include
Understand customer expectations and anticipating their needs
Design perfectible customer experience and journey
Define customer satisfaction metrics and benchmarking service excellence
Enhance collaboration channels including feedback and pervasive response
This Service Mastery Day will explore pioneering methodologies, reusable traditional concepts and innovative customer management trends that proved successful in establishing a customer-centric culture and delivering genuine customer value.
Who is Shep Hyken?
Shep Hyken joins the Service Mastery Day for the first time and shares his extensive customer service experience with European audience. He is an award winning author, a renowned expert in customer management strategies and consults with leading global organizations in North America.
He comes with a wealth of inspirational case studies, thought provoking perspectives and ready-to-implement methodologies.
Get to Know Shep
New York Times and Wall Street Journal Bestselling Author
Shep Hyken, CSP, CPAE is the Chief Amazement Officer of Shepard Presentations. As a speaker and bestselling author, Shep works with companies and organizations who want to build loyal relationships with their customers and employees.
His articles have been read in hundreds of publications, and he is the author of Moments of Magic®, The Loyal Customer, the Wall Street Journal bestseller The Cult of the Customer, the New York Times bestseller The Amazement Revolution and, his latest book, Amaze Every Customer Every Time. He is also the creator of The Customer Focus™ program, which helps clients develop a customer service culture and loyalty mindset.
In 1983 Shep founded Shepard Presentations and since then has worked with hundreds of clients ranging from Fortune 100 size organizations to companies with less than 50 employees. Some of his clients include American Airlines, AAA, Anheuser-Busch, AT&T, AETNA, Abbott Laboratories, American Express - and that’s just a few of the A’s!
Shep Hyken’s most requested speaking programs focus on customer service, customer loyalty, internal service, customer relations and the customer experience. He is known for his high-energy presentations, which combine important information with entertainment to create exciting programs for his audiences.
Shep in the media
PREVIOUS SERVICE MASTERY DAY HOSTS
What they said about … JIM HARRIS
“Jim Harris presentation resonates with me. Excellent and outstanding, full of new ideas” - GHH Farzeuge
What they said about … CHRIS DAFFY
“Chris Daffy is a true expert in his field. He gave me great insight about the basics and benefits of customer service. Highly recommended” - Al Shirawi Enterprises
“Just great! A lot of interessting ideas, views and take aways!” - Thyssenkrupp Industrial Solutions
What they said about … ADRIAN FURNHAM
“Excellent speaker, highly knowledgeable and engaging. I took a lot away from his presentation and will be looking to tackle some of his 86 books!” - Kardex Systems
“Excellent session with a speaker that could catch the attention of anyone! Really enjoyed this one.” - Tetra Pak
What they said about … RON KAUFMAN
“Excellent interactive seminar! Time flew during afternoon, because Ron was able to keep the audience's attention the whole time. Intense atmosphere, in a good way.” - Konecranes
“Great presentation - I want more!” - Sandvik
What they said about … GEOFF BURCH
“Excellent speaker mentioning real subjects on what happens inside the industry” - Schneider Electric
“Very alive session. Think out of the box. Propose new ways of thinking services” - Bobst Group