Telecommunications is massively competitive and the products and services are highly commoditized.  So how do you differentiate yourself from your competition? The answer - through your Customers Experience . Research shows that 95% of business leaders say the customer experience is the next competitive battleground. So you need to pay attention to this now!

Over 50% of a Customer Experience  is about emotions. So what emotions are you trying to evoke in your Customers?  How well is your organization competing in the battleground and what are you doing to meet and exceed the emotional expectations of your customers? Indeed, do you even know what emotions you are evoking in your customers? Do you want them to feel frustrated and angry?  No, of course not! Yet leave them holding on the phone for too long or in a queue for too long and that is how they will feel. 

By attending this MasterClass you will understand the rules of the battleground and the emotions that matter. Within this two days course Derek Blackburn will share with you the seven philosophies that Beyond Philosophy believe underpin the delivery of great customer experiences and covers both the customer's physical & emotional expectations. Derek promises his audience they will leave with powerful and practical strategies, ideas, tools and techniques that achieve sustainable and measurable business results.

Derek Blackburn MBA



Derek joined Beyond Philosophy™ as a Principal Consultant in 2006.
Since joining Beyond Philosophy, Derek has been lead consultant with a number of clients including Barclaycard and Lloyds TSB to help organisations deliver a great customer experience. He also worked with the Institute of Extreme Customer Service in South Africa, where he created a bespoke Customer Experience Safari in Johannesburg and then led a 2-day seminar on the Customer Experience. Derek will also be leading the 2008 UK Customer Experience Best Practice Study Tour, currently being scheduled for autumn 2008.  Derek had experience of a wide range of industries and sectors including tourism, retail, legal services, utilities, construction, local government, mobile telecommunications, civil service and medical sectors amongst others. Derek is an accomplished speaker and has spoken at such venues as the Institute of Economic Affairs, Institute of Directors, Chartered Institute of Personnel and Development.

Derek spent 17 years within the financial services industry and was part of the senior management team that created and shaped the culture and values for Egg Plc. 

Established in 2001, Beyond Philosophy are the world’s thought leaders in customer experience, and have worked with leading global organizations on both sides of the Atlantic and have offices in Atlanta, Georgia and London, United Kingdom.  The founder of Beyond Philosophy, Colin Shaw is an International best selling author and has now written three books on the Customer Experience, and his most recent book, The DNA of Customer Experience: How Emotions Drive Value became an immediate best seller on its launch in 2007.

Among Beyond Philosophy’s clients are Virgin Mobile, T-Mobile, Orange, Turkcell, IBM, Royal Bank of Scotland, Yorkshire Water Ltd, American Express and TNT Express Special Services. 

“Derek developed excellent business relationship with all levels and his quality consultancy and training was creative and focused and represented good value for money. He demonstrated a thought understanding of our business needs, process and culture.”
Steve Casbourne, Virgin One

“Derek created and delivered a creative, focused and intelligent service excellence workshop to all our staff which was consistent with our culture and values. Derek is nice to work with and he has added much value to our business development. “
Bob Irving, Operations Director, Rok Plc

“Derek has inspired my team to increase their performance and the performance of the business. The learning sessions with Derek were fun and challenging; he is a dynamic speaker and natural “people person” and gets the most out of the group.”
Mark Godfrey, Managing Director, Dart Marina Hotel

“Many thanks Derek for a stunning presentation. You have started a customer service revolution in my mind. Thank you for the value you have added and the awakening you have evoked. Thank you for sharing your knowledge and passion with us. Your passion rubs off quickly.”
Delegates from Institute of Extreme Customer Service, S.A.

• How the customer experience  can be used to increase revenue and customer loyalty, create a source of long term sustainable difference and reduce costs
• Best practice case studies of organisations delivering great customer experiences  
• How to seek out and drive innovation and enhancements to your Customer experience
• How to see the world through the customers eyes when making decisions
• How to inspire and engage colleagues to do all they can to create exceptional value through delivering a great customer experience
• The importance of positive and negative emotions in the customer experience
• How to evoke the right emotions in your customers and how to remove the wrong emotions
• How to create a deliberate and consistent Customer Experience
• Practical tools to help you improve your Customer Experience
  

Customer Experience Directors, Customer Service Directors, Chief Customer Officers, Head of Customer Service,   Business Development Directors, Customer Loyalty Directors, Customer Service Managers, Marketing Directors, Operations Directors