Achieving Customer Advocacy through Employee Engagement

Date: 29 June 2011 Venue: Ambassadors Bloomsbury Hotel Delegate Profile: Heads of Customer Service, HR, Training, Customer Experience and Brand. Cost: £499 plus VAT

Full PDF Brochure

About Partners PREVIOUS CONFERENCES The Power of Living Brand Champions in Bridging Lasting Customer Relationships Transforming your Frontline Teams into Living Brand Champions

It seems that every year ‘putting the customer at the heart of the business’, ‘putting the customer first’, and trying to achieve that ‘halo of customer advocacy’ is at the top of the must do list. This is your opportunity to hear from leading organisations that have done just that, and learn from their practical experience. The journey to true customer advocacy begins with your frontline people, as they are the living version of your brand and your best asset to bring to life the promise that your customer expects when they engage with your organisation.

The people in the frontline must truly believe in the business, their role within it and the power that they have to make a real difference to the bottom line. To create true employee engagement, we must ensure that the frontline has a better understanding of the personality of the brand, before we ever begin to attempt to have them mirror it. The ‘how to’ to true employee engagement begins with giving them the opportunity to engage with the inner workings of the marketing team’s vision of the brand and the expectations that customers have of it. Employee engagement starts with the word engage and once they are engaged with your company’s values and external image, then you can begin to turn those words into true actions. Take a look at the fantastic programme of the day

Attend this event and you will discover:

• The latest research on employee engagement and performance
• Insight into best practice of getting employees off to a winning start
• A behind the scenes look at the award winning Marks and Spencer’s people culture
• The movement from managers to leaders and now to inspirational brand champions
• The social media revolution and how best to utilise its power to engage both employees and customers
• How best to keep your employee engagement fresh and real for the attended audience

The projected personality of your business and how this brand individuality is driven through your people is crucial and must begin with their engagement to the organisation’s values and vision. It is this commitment that customers will return for time and time again. It is no longer good enough to have customers say that they had a good experience, or give your customer service a high rating. The service has to be memorable at a much deeper level – your customers need to be using words like trust, comfortable, safe, honest, consistent, genuine and even a fun experience. Book your place today

Just remember - moving forward, organisations will be remembered most for the behaviours and actions of their customer facing people.

Venue: Ambassadors Bloomsbury Hotel
Date: 29 June 2011
Delegate Profile: Heads of Customer Service, HR, Training, Customer Experience and Brand.
Cost: £499 plus VAT