Our next speaker will be Guy Letts of CustomerSure who’s talk is entitled: Creating a customer centric business.
You can find out more about Guy below but first here’s a quick overview of his talk:
We instinctively know that great service is a good thing to aim for. But if it is so good for business, why isn’t everyone doing it? Because our own experience as customers tells us pretty conclusively that they’re not.
Are there tangible benefits or will it just be one of those projects that costs money, distracts everyone for a while, and never seems to deliver any concrete RoI?
This session will take a very practical and commercial look at what it means to be customer-centric, and it will equip you with the knowledge, and hopefully the desire, to make it happen. You will be liberated from some of the traditional remedies (for example, don’t waste time and money on annual satisfaction surveys). And we’ll help you assess whether your own business could perform significantly better on customer acquisition, customer retention and customer recommendations…and stand out from your competitors as a bonus.
Guy is the Founder of CustomerSure and will be speaking on ‘Creating a customer centric business’.
CustomerSure provides simple, web-based software that helps small and medium sized companies grow their business by improving customer satisfaction. They make it easy to provide responsive service, to get customer feedback and, more importantly, to make sure the feedback is seen and dealt with.
Guy has worked in the software industry since 1984 and has held roles at Logica, British Airways and Sage. He is a Chartered Electrical Engineer and qualified in Engineering at the University of Exeter.
His roles at Sage included R&D Director, followed by a commercial role as Head of Customer Services with responsibility for services revenue and customer experience for mid-market customers.
He founded CustomerSure in 2010 after seeing how showing customers’ words directly to the people delivering the service had a dramatic effect on customer satisfaction, retention and their propensity to recommend.