Why should you attend?
This one-day masterclass takes customer experience to the next level - from managing to innovating the experience. Based on Andy Milligan’s and Shaun Smith’s latest book, ‘On Purpose’, it explores why and how the BOLD brands transform their markets.
ON PURPOSE - delivering a branded customer experience people love
You’ve read the books, you’ve attended the conferences, you’ve followed the blogs and you may already be involved in some kind of branding or experience programme within your organisation.
But perhaps things are moving a little too slowly, you’re not creating alignment, there’s confusion about where to start, a lack of clarity about where to invest, confusion about how to deliver an experience across channels, the enthusiasm’s waning, the strategy’s uninspiring, or you are just not seeing the results you expected. Or perhaps you haven’t even started yet and want to get it right first time. If any of these resonate, this workshop is for you.
This highly engaging one-day programme uses case studies to illustrate the principles and then allows participants to apply these principles to their own situation with coaching from the facilitator. For this reason, we recommend that several senior executives from the same organisation attend so that together, they can address real business issues.
Eight practices define the essence of being On Purpose. They describe the actions and behaviours of those brands that are transforming their markets through creating meaningful and intentional customer experiences; brands like Burberry, Zappos and Lego.
In this masterclass, Shaun Smith will share the findings from the research for his best-selling book co-authored with Andy Milligan, and some of the techniques his company, Smith+co, uses to help organisations become purposeful in their direction and in the experience they deliver to customers.
The On Purpose Masters Programme is new and unique. It brings together Shaun Smith’s 25 years of experience and expertise of working with leading international brands to define and deliver distinctive experiences, but more importantly it provides the opportunity to really share insights from the researched brands.
You will learn from the research conducted with the best exemplars of brand and customer experience innovation in the world. Do you want to know how Virgin, Nissan, citizenM, Burberry, giffgaff, Liberty Global or Premier Inn do it? Join us to find out more.
The workshop will enable participants to:
- Understand the practices and behaviours that will enable them to transform their markets
- Understand how to align the organisation behind a customer-focused purpose
- Define a genuinely differentiating brand promise
- Deliver a customer experience that is dramatically different and drives customer advocacy
- Create an employee culture that is as distinctive as the customer experience
- Find, hire and retain employees that fit the ‘DNA’
- Use social media and digital marketing to create a community of brand fans
- Understand how to measure and sustain the experience to generate a positive ROI
PRAISE FROM OTHER ATTENDEES
"The workshop was extremely timely and enabled us to restructure the important aspects of our brand and service offer."
David Rowntree - Divisional Director Waterstones
“If you want your business to stand out, to redefine the market, to step outside the bland and the ordinary and to make more profit then you should attend this workshop. The content is insightful and challenges the way you think and even more importantly it will generate new ideas for you to redefine your business from the very top. Overall a great workshop that I would thoroughly recommend to anyone who wants to make a difference in business.”
Tim Wade - Head of Marketing and Ecommerce Best Western Hotels