Transforming your Frontline Teams into Living Brand Champions
This Conference has already taken place. Watch this space for future events.

In these unprecedented times lays a fantastic opportunity for organisations to distinguish themselves from others by showing customers that they really do deliver on their brand promises.

This conference will answer the question of ‘what will separate the mediocre from the fantastic’ as we move down the road to recovery. This market slowdown has made customers wiser and marketing words are no longer enough. If an organisation wants to regain or maintain customer confidence on the competitive road ahead it must act now. Take a look at the fantastic programme of the day

The answers will be made clear as we look to:

• Organisations that empower their frontline teams to truly make the difference
• Marketing departments that set realist and manageable customer expectations
• HR functions that recruit based on a value match to the business and customer
• Training departments that take words and turn them into deliverable actions
• Frontline teams that have the true desire to represent customers with an honest and skilled approach
• Businesses with an overall ethos of ‘one team’ with customer service excellence in mind

The battle lines are drawn. Will it be the organisations that opt for back office cost-cutting or those that encourage better frontline motivation and brand delivery that will win the race to customer advocacy? This is the time to develop your Living Brand Champions.

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

Venue: Intercontinental Park Lane, London W1J 7QY
Date: December 1st 2009
Delegate Profile: Heads of Customer Service, HR, Training, Customer Experience and Brand.
Cost: £499 plus VAT (10% discount for Institute of Customer Service Members)