Part of the Monetising your IP series of events
“A Standout Customer Experience is a combination of everything your customers see, hear, smell, taste, touch, and how they emotionally and viscerally feel about your product or service offerings.” – Graham Harvey CSP
Standout customer experiences are also the result of detailed design, disciplined delivery, and distinctive delight.
And whilst customer service is commonly discussed in regard to businesses in the tourism, hospitality, retail, professional services and government/NGO sectors, it is seldom referred to in the context of the Speaking Industry.
So how does customer service stack up terms of our speaking industry? Who exactly are our customers? How do we design a standout and memorable experience for our clients and audiences? How do we address the hundreds of touchpoints along our customer journey? For instance, what are your non-negotiable (must-have’s and must-not have’s) criteria when choosing a speaking venue? Are you across all the Six Senses of Speaking?
Remember: “delight is in the discipline of the detail.”
About Graham Harvey CSP
Professional Speaker | Business Coach | Service Designer | Author
Recognised as one of Australia’s thought leaders on Service Design, Customer Experience and Relationship Marketing, in 2018, Graham received the Nevin Award and was inducted into Professional Speakers Australia’s Hall of Fame.
Graham’s personal mission is “To inspire & coach business leaders and their teams to design cultures of service excellence & deliver standout customer experiences.”
Event Details
You can join us online or in the room as we hold our fourth hybrid event.
6.00pm dinner (at your own cost) at reserved PSA tables at Kailis Bros
(Please note: dinner is not included in the registration fee)
6.45pm Registration Opens
7.00pm Meeting begins: Introduction and Welcome
7.10pm Part 1
7.55pm Networking and refreshment break
8.10pm Part 2
8.50pm Wrap Up and announcements
9.00pm Close (move 100m to the Leederville Hotel/Garden/Fibber Mcgees for drinks and networking)
PSA’s Values in Action Policy applies to this Event
FREE PARKING! At 6pm the Kailis staff parking is opened to patrons of Kailis
