Consumers have become extremely empowered through communication streams and technology advancement. And to reach organisational excellence and prominence, executives have had to invest heavily into customer retention strategies and leading customer centricity culture across their organisations. Engagement has taken a direction towards differentiation and as customer needs continue to evolve rapidly, strategies to help drive profitable growth are highly sought out to remain competitive and to influence customers to remain loyal.
So how do you safeguard the future of your organisation and ensure that your customer experience initiatives are resulting in customer acquisition, increased loyalty and profitability?
The Customer Centricity Summit 2013 directly addresses these issues by mobilising a community of senior business leaders to drive awareness and improvement of service experience in Nigeria through strategic interactive discussions. This exclusive event focuses on the significance of service for retention, growth and profitability will address the latest trends, opportunities and challenges facing the industry across retail, banking, telecoms, hospitality, airlines, oil and gas, food and beverage, FMCG and more, to deliver customer excellence, improve quality and impact change.
THE ANNUAL CUSTOMER CENTRICITY SURVEY
As we begin this journey in 2013, the Customer Centricity Summit in collaboration with McKinsey & Company will launch the Annual Customer Centricity Survey set to revolutionise the way we think about our customers in Nigeria, how to engage and how to serve them better. Volume 1 will be presented in year 2 of the summit.
YOU’LL GAIN THE NECESSARY INSIGHT:
Understand the opportunities to drive customer engagement, retention and profitability
Evaluate the benefits of future centricity solutions and key elements to attract new customers
Balancing customer engagement through technology, personal interaction and customer centres
Implementation of cost effective models that address challenges on the ground
How to build momentum and leadership strategies to influence customer centricity across the organisation
Innovation that will drive growth and competitive advantage.