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Conference Title Slide here

Conference Title Slide here. Mike Havard, Chairperson for the day. Agenda. Outline agenda for the day here. Housekeeping notes? . Anything to put up on screen for mobiles off, emergencies, alarms, loos, lunch, HGS lunch session, etc ?? Sponsor thank- you’s ? Logos?. Chairperson’s welcome….

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Conference Title Slide here

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  1. Conference Title Slide here • Mike Havard, Chairperson for the day

  2. Agenda Outline agenda for the day here

  3. Housekeeping notes? • Anything to put up on screen for mobiles off, emergencies, alarms, loos, lunch, HGS lunch session, etc?? • Sponsor thank-you’s? Logos?

  4. Chairperson’s welcome… Mike Havard Director Ember Services

  5. A year of three important developments in the world of customer management…

  6. In 2013, the value of ignorance was counted… u • 28% drop in share price July-Nov 2013 • Lowest brand for service • Profit warning (c.f. EasyJet’s 51% rise)

  7. Structures were re-assessed in 2013 v • Organisation silos of ‘service’ and ‘marketing’ and ‘IT’ being challenged – from all directions

  8. w Brand and service propositions disintegrated, highlighting the importance of trust, promises and managed expectations

  9. The reality is that customers are changing... These... are becoming these...

  10. And so the organisation has gone from... ... to paranoid Piranhas... • How is the initiative to be regained?

  11. Consider the Fugu fish Principle of Customer Insight… The tastiest parts are closest to the poison.

  12. Conclusion: The need for you to understand service and customer engagement in terms of hard value, business risk and competitive differentiation.

  13. Hopefully something to think about? Hopefully a lot more to think about through the day…

  14. And you can win a campervan! • Just visit the Ember stand and let them know your investment priorities for 2014 - you will then have a chance of winning one of two (Lego) campervans.

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