Shaun Smith marched back and forth across the stage like a drill sergeant, imploring the London Business Forum (LBF) to act. Good customer service is no longer enough, he shouted. Today you need to offer a perfect end-to-end experience for your customers, or they'll take their business elsewhere. "There are so many brands out there. There are so many products out there. There are so many organisations out there. Unless you can... cut through the pack, it's very, very difficult to win."
The author of Managing The Customer Experience was here to explain why, in his opinion, market-share is no longer as important as "share of mind". To be a truly leading organisation, he said, your brand must spring to the mind of customers whenever they have cause to consider your industry...
Find out more about this event at http://www.londonbusinessforum.com/events/customer_experience
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