"A positive high profile adds massive credibility to any organisation and in turn attracts high quality customers, staff and even investors."
- Lynn Baker
|Lynn Baker Keynote #CX GENERATION|
|Lynn Baker Introduction to #CX GENERATION|
|Lynn Baker Rate Card|
|Two Minutes with Lynn Baker|
|Lynn Baker #CX GENERATION|
|Lynn Baker #CX GENERATION
The Key to Competitive Differentiation
|Gilan Gork – The Mentalist
Introduction to Lynn Baker interview
Customer Experience is not a department – Customer Experience is a company culture!
Customer Experience is acknowledged as being the key point of competitive differentiation for future success and during this fast paced and fascinating presentation, Lynn Baker shares what customer experience is, why we need it and how we get it!
Customer Experience is often confused with customer service; yet there is a vast difference.
Customer Service is defined as: - the assistance and advice provided by a company to people who buy or use their products or services’.
Customer Experience is defined as: - the total interaction, from start to finish, between an organization and a customer.
Customer Experience encompasses every touch point a customer uses to interact with your company or your brand, whether it be by phone, email, website, retail outlet, call centre, social media or sales representative. The experience customers receive from each and every one of these touch points, will determine the future success of any company.
Highlighting the 6 fundamental demands of today’s savvy and sophisticated customers, Lynn shares how successful global brands such as Disney, Apple and many others are using customer experience innovations and technology to attract new customers, retain current customers and create brand advocacy.
However, fulfilling these demands is only one segment of delivering great customer experience. Fundamental to the success of any customer strategy, requires that leadership shift their focus from purely driving profit to placing customers at the centre of strategy. Finally, and more importantly is the critical aspect of employee engagement, without which, no company or customer experience strategy can survive.
Creating a customer-centric business that focuses on driving better customer experience is not easy and it’s not quick, but it is critical in achieving success in today’s highly competitive markets. This presentation is designed to shift the thinking of the audience about the role they play in the customer experience journey and what contribution they can make to ensure its success.
"I was very proud to have Lynn Baker as my MC at our 15th Birthday and Award Ceremony held at Maslow Conference Centre Sandton on 17 January 2015. With a touch of class and finesse, Lynn Baker transformed our event into an extravaganza. Her professionalism is astounding. I will not do another function without her. She is truly amazing!"
Managing Director | XL Travel by Arrangement – Jan 2015
"We had the pleasure of Lynn Baker as our Master of Ceremony for the launch of the FNB Stadium Conference and function facilities. Presenting to 300 guests in a 90 000 seater stadium takes a huge amount of presence and Lynn Baker certainly had that and more. I have no hesitation in recommending Lynn as an Master of Ceremony and Keynote speaker."
Managing Director | Event Organiser’s Network
"... What I found particularly refreshing having now worked with you, is your desire to be involved over and above the role you were commissioned to perform. Throughout the lead up to the conference you demonstrated a flexibility and willingness to adapt to our business needs and contribute to the business elements of our conference above and beyond your remit. This was very welcome and differentiates you from many other conference speakers."
Strategic Development Manager | XL Travel Group – Oct 2014