CUSTOMER OBSESSION MASTERCLASS

by GERRY MCGOVERN

13TH OF JUNE 2018, UTRECHT - THE NETHERLANDS
Tweet Linkedin

How to transform to a customer-obsessed organization

This masterclass is about helping you become obsessed with your customers, not your competitors. It shows you how to become more humble, agile and simple. It gives you tried-and-tested methods to identify what matters most to your customers (their top tasks) and to measure how well they can complete these top tasks with you. Find out how to create a customer-obsessed culture

TRANSFORM YOUR ORGANIZATION  MASTERCLASS PROGRAM

CUSTOMER OBSESSION

THE CULTURE AND THE METRICS




So, how do Amazon, Google, Facebook and Slack do it? What makes them so successful? Is it because they have amazing technology? Yes, partly. Is it because they have massive resources? Facebook and Google were founded by students, and most successful digital companies rose to prominence taking on much bigger and better resourced competitors. It's not enough to be customer-focused today. You must be customer obsessed.

what is the right culture?

The short answer to what is the right culture is: customer obsession. It's not enough to be customer-focused today. You must be customer obsessed. Because that's the way Amazon, Google and Facebook think and operate. And, yes, they’re your real competitors. Your customers' expectations are sky high and getting higher. They judge buying something online based on how they buy from Amazon. They judge searching for stuff based on how they search with Google. Your digital presence might be right in line with your competitors but totally out-of-sync with your sky-rocketing customer expectations. Changing culture is a journey. Learn how to transition from an organization-centric culture to a customer-obsessed one.

Organization-Centric Customer-Obsessed
Ego Humility
Rigidity Agility
Complexity Simplicity


For who?

Managers of digital teams, customer experience and content professionals, online marketers.

Real world examples and case studies
ORDER TICKETS

MASTERCLASS PROGRAM

HOW TO BECOME CUSTOMER-OBSESSED

HUMILITY

  Session 1 | 10:00 - 11:15  
From organization-centric to customer-obsessed
From ego-based hierarchy to evidence-based
From product culture to service culture

SHORT BREAK

AGILITY

  Session 2 | 11:30 - 12:30  
From stand-alone projects to rapid, continuous iteration
From built to last, to built to change
From silos to multidisciplinary, cross-functional collaboration

LUNCH

Food & beverages included

SIMPLICITY

  Session 3 | 13:15 - 14:30  
From addition to subtraction
From making it easy for the organization to making it easy for the customer
From fake news to facts and truth

SHORT BREAK

MANAGE THE CUSTOMER TASK

  Session 4 | 14:45 - 16:00  
From input-based to customer-outcome metrics
Quantifying the customer experience with top tasks
Measuring customer time and effort



MUNTGEBOUW, UTRECHT

LOCATIOn

An inspiring environment with an unique atmosphere.
Visiting Address

Leidseweg 90
3531 BG Utrecht
Find address on Google Maps

Car parking

You are welcome to park your car at parking P1 of the Jaarbeurs Utrecht. The ticket price includes free parking. You'll receive a valid parking card allowing you to exit the parking for free. Download the travel directions by car (Dutch)

Public transportation

The Muntgebouw Utrecht is located at walking distance from Centraal Station, Utrecht (900 meter).

ABOUT GERRY MCGOVERN

One of five visionaries who have had a major impact on the development of the Web.

About Gerry McGovern

For more than 20 years, Gerry has helped large organizations in more than 35 countries use digital to develop a customer-centric culture. He has written six books on the digital customer experience. His latest book is called Transform: A Rebel’s Guide for Digital Transformation. Gerry has worked for Toyota, Microsoft, Cisco, NetApp, VMware, IBM, and the US, UK, EU, Dutch, Canadian, Norwegian, and Irish governments.

The Irish Times described Gerry as one of five visionaries who have had a major impact on the development of the Web. He is the founder and CEO of Customer Carewords.

Gerry McGovern is a truly 'amazing' speaker—passionate and profound, hilarious and enlightening. A golden-tongued orator whose every utterance merits quotation. He fights a never-ending battle to bring reason and utility to our websites by focusing relentlessly on your user's most important tasks.

Jeffrey Zeldman - A List Apart, Happy Cog, A Book, An Event Apart

Gerry McGovern always delivers talks and workshops that our audiences love: the best rated talk at Webdagene ever!

Sesilie Halland - Manager Webdagene / conferences by Netlife Research

GET YOUR TICKET

LIMITED AMOUNT OF TICKETS AVAILABLE

You can buy tickets at EventBrite (payment by creditcard) or submit the Order Ticket(s) form in order to receive an invoice. You will receive the invoice by email within a few days.

TICKET TYPE PRICE (EXCL. TAXES)
Early Bird Masterclass Ticket € 350,00
3x Masterclass Early Bird Ticket € 900,00
Early Bird tickets available until May 1st, 2018


ORDER TICKETS (RECEIVE AN INVOICE)  ORDER TICKETS ON EVENTBRITE (PAY BY CREDITCARD)

The latest news in your mailbox?

Sign up and keep up-to-date regarding Gerry McGovern's masterclasses & Customer Obsession.

Sign up