Speeches & Workshops

The attendees will be challenged to ‘think outside the box’ (i.e., outside of a product focus) and develop a clear understanding of the key elements at the heart of the customer experience and how together they help create customer excitement, improve customer loyalty and increase market share.

While the moments of truth of the customer experience have been around for some time, they have become more and more important in the last few years and difficult to deliver due to competition from everywhere (online/offline). As well, they will be the true marker of successful businesses and brands versus failing ones in the years to come.

Because, although it is true that global financial woes may have resulted in less money in the consumers’ pockets, these woes have not produced fewer needs, desires or lower expectations when they shop. Quite the opposite! Consumer expectations have been steadily growing over the last 40-50 years influenced but not stopped by slumps along the way. And the fact that there are so many ways that they can acquire what they want, makes it even more compelling for businesses to cross all the 'T's and dot all the 'i's of their in-store experience.