Your business is not as customer-centric as you think!
Brands & Experts
Tuesday 10:40 AM - 11:10 AM
Language: Dansk
‘We live off our customers!’, “Customer satisfaction is our number one priority!”, ’We are customer-centric in everything we do!’
There's no shortage of great headlines when many companies talk about their customers, but the reality is often quite different.
For example, management's perception of a company's level of customer centricity is often (very) far from the reality experienced by frontline employees!
There is a huge untapped potential in recognising the true (lower) level of customer centricity - and making a plan to reach that future goal.
In this post you will hear about:
- The 4 key areas you need to get right with your employees: Willing, Skilled, Able & Aligned
- Forgiveness rather than permission - What mandate do your employees have to solve problems in the here and now?
- Evidence of the loyalty effect of professional complaint handling
About Loyalty Group
Loyalty Group helps companies strengthen relationships with their existing customers, resulting in increased customer loyalty and revenue. Since 1992, they have implemented more than 500 projects in 45 countries based on targeted analyses and advice. Our experience covers a wide range of industries within both B2C and B2B.
Speaker
Mikkel Korntvedt
CEO, Loyalty Group
Mikkel Korntved is the CEO and Senior Partner of management consulting & research company Loyalty Group. He is an expert in customer centric business development and has more than 30 years of experience in advising +300 Scandinavian and international businesses working with Customer Centricity in 89 markets. Mikkel is responsible for the Loyalty Group’s strategic projects globally and the goal is always increased profitability using tools such as customer insight and understanding, top management involvement and commitment, business structure, process development and employee motivation.
Among Mikkel's current and previous customers you will find international brands including Air Greenland, Alfa Laval, Bertel O. Steen, BMW, Elkjøp, Eurocard, FLSmidth, Jumeirah Group, Mercedes, Nupo and Pindstrup. Mikkel is a popular key note speaker and teacher, with his pragmatic style and a smile. He always uses tangible, relevant cases and examples arguing to put the often overlooked Customer Centricity on the agenda of businesses.
