With inspirational speakers, stunning views of London, a pub quiz and British themed cocktails, it’s safe to say that Customer Engagement Raveolution truly was an event with a difference. But what can we learn from it now we’re back to the humdrum of the office?
To save you the time of digging through your notes (or the presentations if you couldn't make it!) here are some of the key takeaways from CER 2014.
Dennis Fois, CEO, Rant & Rave- The need for emotional empathy is growing
- “From now on, it's not enough to think you know your customers — you have to really know what they care about most” Forrester 2014
- The DNA of challenger brands – Ask, Care, Reward
- “As we look ahead into the next century, leaders will be those who empower others”
Empower your customers and employees
Maria McCann, Founder, JoHo Ventures- 55% of organisations will compete primarily on service by 2020, compared to 9% on cost
- Make the CFO your first follower
- Build a community, not a department
- Don’t ask for a budget, create one
- Reward loyalty
- Engage emotionally – connect with your customers beyond the occasion
- Deliver a personalised service
- Create fans, not customers
- Surprise and delight every customer
- Deliver unlimited convenience – not just between 9-5!
- Aim for effortless customer service over exceeding expectations
- Listen to feedback. Fast track the pressing issues or explain to customers why things are done in this way
- “Trust is hard won and easily lost”
To build a company fit for the future you must be in the business of creating and maintaining trust - Word of mouth is invaluable
- Technology – use it or lose them
Click below to see everything from the event, including all of the presentations, photos, videos and feedback.
See you next year!
