Delivering on your promise
Successful CE works by turning customers into brand advocates. It provides the all-important Return on Investment because customers who feel that they have had their promises met not only provide repeat business, but also communicate to others and encourage them to use the brand in question. This way, organisations providing great CE get not just retention, but growth.
The premier event for Customer Experience in Europe, European Customer Experience World (ECEW), was held at the new Hilton, Terminal 5, and attracted over 200 delegates and speakers from across the world.
Now in its fourth year, ECEW attracted an audience from a range of major UK companies: BT, Sun Life, RBS, Pitney Bowes, Virgin Media, HMRC and GlaxoSmithKline were amongst those organisations who took part in two packed days of Customer Experience knowledge sharing and debate.
Gillian Joseph, Sky news presenter and award-winning journalist chaired the event, interviewing the speakers and leading the Q & A sessions each day.
Highlights of this year included the keynote speeches from Wilfred Emmanuel-Jones aka The Black Farmer, and Dave Carroll, who brought his guitar along to tell us how he used Social Media to highlight the poor customer service he received from a leading US airline – which it is estimated cost that airline $180m in lost revenue. Over 40 speakers presented and led stream sessions highlighting various aspects of Customer Experience, with the speakers representing leading brands such as Virgin Atlantic, Marks and Spencer’s, LV, innocent drinks, Aviva, Lloyds and Oracle, who were also the Premier Sponsors of the event.