CUSTOMER OBSESSION MASTERCLASS
by GERRY MCGOVERN
13TH OF JUNE 2018, UTRECHT - THE NETHERLANDS
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
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.
Managers of digital teams, customer experience and content professionals, online marketers.
Real world examples and case studies
- Introducing evidence-based decision making and collaboration. (Humility)
- Becoming more flexible and responsive to customer needs. (Agility)
- Proving how a relentless focus on making it simpler for the customer is the best possible business model for digital. (Simplicity)
- And lots more...
HOW TO BECOME CUSTOMER-OBSESSED
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
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
Food & beverages included
Session 3 | 13:15 - 14:30
From addition to subtraction
From making it easy for the organization to making it easy for
From fake news to facts and truth
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
An inspiring environment with an unique atmosphere.
3531 BG Utrecht
Find address on Google Maps
You are welcome to park your car at parking P6 of the Jaarbeurs Utrecht. The ticket price includes free parking. Navigate to address: Overste den Oudenlaan 2. You'll receive a valid parking card allowing you to exit the parking for free. Download the travel directions by car (Dutch)
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
GET YOUR TICKET
LIMITED AMOUNT OF TICKETS AVAILABLE
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