Anticipation in customer experience means knowing sooner. When you know sooner, you can serve customers better and do it at a lower cost.
Whether you're B2B or B2C, big or small, knowing what your customers want sooner means you can serve them better, eclipse the competition, and keep more profit for yourself—all at the same time.
This presentation shares powerful examples and practical pattens you can use to help your organziation learn to anticipate better. Case studies are constantly updated. Previous stories include: changing the decision point (Tesco), putting customers in charge of schedules (Apple), offering more service (Wellstar), reducing choices (SilverCar), and active listening (Starbucks).
Both human-only and technology-aided approaches to anticipating are covered in a lively storytelling format plus a vibrant Q&A session.
Key Learning Points:
• 10 sensing techniques
• The human/technology balance point
• Avoiding 'creep out'
• Several ideas for knowing what to anticipate
“The best way to get people to think differently is to catch them off guard. Mike Wittenstein does this better than anyone. Whether it's a boardroom or break room, at center stage or during one-on-one conversations, he stirs our emotions and inspires us to act. Mike is very genuine and humble. When he speaks, he becomes part of the community he is speaking to and they come up with solutions together.”
Richard Maples, EVP at Shepard Exposition Services
“Mike's presentation was intriguing, energizing and thought provoking. Through the stories he told and journey mapping across many different industries, he connected with everyone and pulled us all in. It was amazing. Mike provokes change long after the event is over.”
Libby Brown, Executive Director at Atlanta Jewelry Show
“I attended a Customer Experience workshop run by Mike at ECEW 12 in London. To me the workshop provided the most value of the whole 3-day conference. Mike is a great and thorough listener, very empathetic and perceptive. He's also a quick thinker with lot's of experience in the business. This enables him do deliver quick, spot on analysis and sound recommendations. He also is a very nice guy which I think is very important in a business relationship as well. Love to work with him again.”
Helmut Kazmaier, COO at Family World Travel Inc. Unlimited