The New Rules of Customer ExperienceOnline Event, Live from Edinburgh
2nd December 2020 @10am
About the Online Show
Customer Service is no longer enough – the Customer Experience is what matters.
Join our Webinar & Networking Session in December.
Colin McKeand & Bart Kowalczyk
Customer Service is no longer enough
From the moment our audience first touch our brand, through becoming a customer and to long after the sale, an amazing experience is mandatory. Tailored, relevant content throughout the journey and beyond, solving problems and answering questions before they are asked creates loyal, happy, returning customers.
As online shopping has grown, so have customer expectations. Internet Retailing reveals:
“the Covid-19 and the Consumer Report from Astound Commerce finds that, as shoppers shift to online, their expectations of ecommerce experiences will be rapidly accelerated, with contactless services, convenience and increasingly ethical considerations becoming the principal factors driving purchasing decisions.”
How do you make your customer feel?
The pandemic has accelerated that process. With a sudden, massive rise in interactions of all kinds online, merchants and traders must up their game.
It is less about the product or service and more about how it affects our customers’ work and life. How we make them feel.
Global business consultants McKinsey & Company develop that theme, emphasising the importance of “humanizing the customer experience” in these times of crisis. Fabricio Dore et al write: “During the COVID-19 pandemic, companies that lead with empathy and genuinely address customer needs can strengthen relationships.”
Online is the great equaliser: SMEs can compete on a level playing field with the big boys in business. And the greater agility of smaller businesses can actually confer an advantage in times of rapid change.
We will explore, step by step, how to win at customer experience, from brand identity, through marketing right through to customer care and that crucial after-sales service.
Join Online Show on 2.12.2020Webinar free, £10 for the networking session. All free for EC Members.
Online Show Details
- Due to social distancing rules, this year the Show will take place using the Online Webinar tool Zoom.
- The event will last for 3 hours and comprise 2 important parts: Panel Discussion,
and Business Networking.
- The Panel Discussion will give opportunities for everyone to take part and contribute to the conversation via the Q&A box. In addition, we will organise matchmaking and networking sessions to help you to build meaningful business relationships.
Commercial Director of Boyd Digita
Russell and I will be discussing the ever-changing methods and platforms that brands employ in order to communicate with their audience. In a world where we are swamped with ever more advanced forms of advertising, how does a brand stand out from its competitors and make an impression upon its audience? In a world of downloads and binge watching, what are the most effective ways in which to reach out and resonate to our audience?
Chairman at Scottish Business Network
Brand Creator at Brand Satellite
Chair at Black Isle Group, UK Coaching and Scottish Salmon. Exec coach and owner of The Edge. Former BBC News Executive.
CEO at DigitalMR Ltd, a tech company in A.I. powered data analytics
Owner & Founder ScotlandShop.com
Reputation Manager at Pramaze
Opening & Welcoming
Russell Dalgleish insightful interview with Steven Alexander Boyd Digital about Customer Experience.
Russell and Steven will be discussing the ever changing methods and platforms that brands employ in order to communicate with their audience. In a world where we are swamped with ever more advanced forms of advertising, how does a brand stand out from its competitors and make an impression upon its audience? In a world of downloads and binge watching, what are the most effective ways in which to reach out and resonate to our audience?
New Rules of Customer Experience, Discussion Panel
How to improve Customer Service Experience?
– Atholl Duncan, Chair at Black Isle Group, UK Coaching and Scottish Salmon
– Michalis Michael, CEO at DigitalMR Ltd
– Ian Shapiro, Pramaze.com
– Giles Etherington, Brand Creator at Brand Satellite
– Anna White, Owner & Founder ScotlandShop.com
Q&A Session & Closing Remarks
Business Networking & Matchmaking Session (£10 + Eventbrite fees, Free for Members)
Networking in EdinburghAt the Edinburgh Business Show we aim to help you meet new connections, build new relationships, possibly new customers, peer support, potential suppliers, collaborations, partnerships and we will have a bit of fun too.
Business works best when it stays connected. Join our Business Networking session moderated by Colin McKeand, cofounder of Edinburgh Connections.
How to participate
Participation in the Panel Discussion is free of charge. We charge for the facilitation of the networking part with a limited number of tickets available. In addition, paid-ticket holders will have access to all webinar recordings, chat transcript and delegates list. Cost: £10 + Eventbrite fees. Free for EC Members
Secure your participation by filling out the form below in 10 seconds.