ICON Webinar: Using the ten principles behind great customer experiences

In the fourth webinar of Delibert/ICON Client Experience series, we will be exploring how the 10 Principles Behind Great Customer Experiences can be actively used to design and deliver truly great experiences for your clients. Examples of what we will be covering include looking at how to go about setting and meeting the expectations of your clients and understanding where these experiences are coming from; Understanding what emotions are really governing your client's actions and decision making; And making it clear why seeking to reduce effort on behalf of your client will have such a dramatic impact on their experience of your brand.

Join us and take your client experience to another level.

Presenter details:

Matt Johns
As a qualified former under cover officer, Matt has spent a long time understanding what drives human behaviour. Matt uses his unique experience in the police and as the Acting Chief Strategy Officer at Deloitte to help firms develop a deep understanding of the experience they are currently creating for their customers.

Matt believes the experience your organisation creates for your customers is one of the most powerful competitive advantages you can develop. Yet too many businesses are leaving this to chance and in many cases barely doing enough to keep up with their competition. Together with you, he seeks to understand how they truly feel and think, not just what they are prepared to say.

From this base, he works with you to visualize the end to end experience by tracking the emotive journey of the customer and identifying opportunities to transform the experience. He guides you through a process of targeted ideation to design new, compelling experiences, including robust testing to ensure each new idea will have the desired impact. Ultimately, his goal is to help you design deliberate experiences for your customers that will create true competitive advantage.

Event details: