Zagreb - Hotel Westin – March 19th 2009.

Shaun Smith in Zagreb!
leading world expert in
Customer Experience Management

Main speaker of the Summit

• of three key  business books
  in CEM field : "Uncommon Practice", "Managing the Customer Experience", "See, Feel, Think,
  Do - the power of instinct in business"
  
  
• author of Brands and Branding column in
  Economist magazine  and author of reasearch tools such as
  “Organisational Alignment Surveys (OAS)” i
  “Customer Experience Management survey”,
  
  
• consultant to numerous leading companies
  (3M, BP, EMC, British Airways, HSBC, Inter-Continental
  Hotels, ITT Sheraton, Microsoft, National Australia
  Bank, Toyota, Vodafone...).

Main topic of the  Summit

Customer satisfaction management is simply not enough for business success. To win on the market, companies should create enthusiastic advocates of their products and services, that are extremly faithful and using their positive attitude and enthusiasm to attract new potential customers. For example, company First Direct is getting 38% revenue from new customers via references of existent customers. References from existent customers come as a resault of creating unique experience that becomes sinonim for product brand – which is often called Branded Customer Experience. In a period when is possible to technically copy well almost every prouct or service, creating a unique experience to buyers during shopping and while using company's product and/or service, represents the best competitive advantage on the market and a source of customer loyalty that at the end reflects in higher profitability. If a company using its products and services creates unique experience to customers, then it has no need for entering in price wars on the market, because it posses extremly faithful customer ground that are not even thinking to swich to competition for cheaper supply. On this conference Shaun Smith will present how successful companies observe their business from client's perspective and then design unique Cus

Summit attendees will have the opportunity to learn

• How to achieve excellence in creating an experience for clients through integrating business strategy, management, technology, business model and brand management.
• How to create a high degree of clients satisfaction and how to achieve that clients become the best advocates of company's services and products.
• How to achieve clients differentiation management experiences in the whole process of interaction between client and companies
• How to live your brand

Shaun Smith
In the last 10 years Shaun contributed to customer experience management  becoming strategic question of modern business system. It is relevant his influence on practice connected to customer experience management as instrument for achieving brand differentiation and longterm customer loyalty. He is the co-author of three relevant books in CEM field. His book „Uncommon Practice“ that became fundament of researh and partnership with Interbrand, explores companies that successfully create exquisite customer experience.

Please pay the full sum of the fee, VAT included, to our account number:
2484008 - 1103457044

Application:
Applications can be made on-line at our website or at fax number 01 4812 686