The importance of delivering great customer experience as a precondition for growth has never been more evident! Happy customers tend to return for repeat business, refer new customers, and are less price sensitive. Moreover, what your existing customers think and say about you to the market heavily impacts your business’ stability and even your ability to attract new customers: • Customers tend to avoid purchasing products or contracting vendors rated below 4 (out of 5) by existing customers (KPMG) • 96 percent of customers will leave without warning due to poor customer service (Forbes). • Companies optimizing the customer experience typically achieve revenue growth of 5–10% in just two to three years (McKinsey & Co). But where should you begin to address this area? How can you develop an understanding of the current experience you deliver to your customers? And how do you translate this knowledge into actual improvements that inspires loyalty and referrals from your customers? Join my session to gain valuable insights from the market along with actionable tips. During this 45-minutes session, I will share my practices for: • Implementing an effective customer listening and satisfaction measurement model (including the effective use of NPS program), • engaging executives, employees and even your customers to ensure continuous improvement, • and the key ingredients to ensure a modern customer experience that differentiates your business from others. Looking forward!