Customer Orientation: Managing the perfect journey

Why is customer orientation of increasing importance? And what makes a perfect customer experience for the 21st century customer?

The biggest Danish Telecompany, TDC, has faced this area of importance and in 2009 launched a new corporate strategy called TAK (Tag Ansvar for Kunden). Therefore TDC is right now going through a very interesting transformation process and CEO, Henrik Poulsen, will involve participants in this "Customer Experience Journey" from strategic planning to the point of execution.

Professor Moira Clark from Henley Business School is an expert within this area. By drawing on recent international research she will give her view on how to deal successfully with Customer Orientation from a Customer Experience Perspective.

The aim of this Masterclass is to give participants some practical and theoretical "take aways" to put into immediate considerations within their own organizations.

DOWNLOAD the flyer for the Henley Masterclass (opens in a seperate window)

Agenda
08:30-09:00 Coffee and sign up
09:00-09:15 Welcome by Henley Nordic and VP Heine Stenholt, TDC
09:15-09:45 Why the TAK Programme, CEO Henrik Poulsen, TDC
09:45-10:30 Execution and Learnings, VP Customer Experiences, Tomas Lykke, TDC
10:30-11:00 Coffee break
11:00-12:30 Customer Orientation: From a Customer Experience Perspective, Professor Moira Clark, Henley Business School
12:30-13:00 Sandwiches and networking

The Masterclass is kindly hosted by:
TDC A/S
Operations
Teglholmsgade 1
0900 København C

Registration:
The event is free of charge - but registration is requiered.
Deadline for registration is 13 September

Trust and Reputation

"Character is like a tree and reputation like its shadow"
Abraham Lincoln

Over the last few years confidence and belief in many previously best
performing companies has been severely damaged. There has been a
clear tendency that public distrust in business has led to poorer
business performance. Business leaders cannot buy trust, respect or
reputation. They need to restore all three aspects, if business is to thrive again. But how can leaders get a handle on something as intangible as trust and reputation and how, in practice, can they make it work?

Professor Kevin Money from Henley Business School will during this
masterclass explore how organisations can tailor their reputation
building activities to meet changing demands and changing
circumstances. The presentation will focus on following three aspects:
Trust and reputation for what? with whom? and for what purpose?

Verizon Business will enrich the discussion by presenting a business case.

AGENDA
08:30-09:00 Coffee and sign up
09:00-10:15 Trust and Reputation, Kevin Money, Henley Business School
10:15-10:30 Break
10:30-11:30 Trust and Reputation, Kevin Money, Henley Business School
11:30-12:00 Business Case by Dan Setterlund, Sales Director and Country Manager, Verizon Business
12:00-12:30 Sum up and discussion, Kevin Money, Henley Business School
12:30-13:00 Sandwiches and Networking

VENUE
Verizon Business
Armégatan 38
SE-171 04 Solna

WHO SHOULD ATTEND
Directors, managers, board members and
others interested in how to deal with a
trustworthy reputation. Or someone who
wants to get a feel for the learning style at
the Henley MBA and CBL programmes.

SIGN UP
This seminar is free-of-charge and you are
welcome to bring a friend or a colleague,
but registration is required because of a
limitation of seats.

Deadline for registration is 25 October

MASTERCLASS TUTOR
Kevin Money is the Director of the John Madejski centre at
Henley Business School. Kevin teaches on the MBA
programme and he is a mentor and tutor on Henley's
Executive Development Programme. He has published
several books and academic papers on various aspects of
reputation. Furthermore he has acted as a consultant
to major companies and voluntary organisations in
the UK, USA and South Africa. Read more about Kevin Money