Customer focus makes money! - dl 2
After a highly successful series of masterclasses in the previous year, CI has teamed up with Bart van Emden to launch a new series of the masterclass 'Customer focus makes money!' This second session was entitled 'Get inspired by the best: Carglass!'
One of the frequently heard comments in the last series of masterclasses was 'that never works for us anyway'. Hence, in this masterclass, we took a look at other sectors to see if we can learn from them. As it turns out, Carglass doesn't think customer satisfaction is enough, preferring to talk of customer enthusiasm! In a very inspiring dialogue, Robert Sterke took the participants into the world of NPS (net promoter score) at Carglass.
Again, a very successful session, in which there was a lot of interaction with the participants.
More information about the masterclass can be found on this site.
Description
Due to great success in 2012, KIVI is offering a new cycle on successfully developing on customer orientation. Developing on customer orientation is top priority for many technical companies. Not surprisingly! After all, improving customer orientation makes money. A lot of money! At least, when you get this right. In this new series of master classes, you will learn from leading companies - from inside and outside the industry - what the secrets of their success are. You will get inspiration on how to enthuse and transform your organisation. All aspects of developing on customer centricity will be discussed. Each evening, you will go home with concrete ideas that you can immediately start working with yourself
The master class is compiled by Drs Bart van Emden, b-to-b marketing specialist for "opinionated" professionals and management. Each session will be introduced by Bart. At each lecture, a different guest speaker is invited to share with us his insights, experiences and results on customer centricity.
This second part of the masterclass is entitled: 'Get inspired by the best: Carglass' Everyone gets what they deserve. Carglass is often seen as a model company when it comes to customer focus. What can the technical sector learn from Carglass?
The following programme applies to each session of the masterclass:
17.00 - 18.00 Reception with bread buffet / networking
18.00 - 21.00 Masterclass
21.00 - 22.00 Drinks / opportunity to network
Speaker(s)
Guest speaker Robert Sterke, Director Marketing & Sales Carglass BV
Location
Prinsessegracht 23 in The Hague
Organiser
Commercial Engineer
Name and contact details for information
Marc Lambriks Marc Jonkman