Customer retention:
is the customer prepared to pay for more service?
 |
Chair:
Phil Winters
CIAgenda, Heidelberg
|
| 9.00 am |
Introduction to the 2nd day of the congress |
Customer Experience Management: recognising the right customer moment
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9.15 am
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Deutsche Bahn: 82 million customers –
82 million needs
Challenges and perspectives of a mobility service provider
Dr. Rüdiger Grube
CEO
Deutsche Bahn AG & DB Mobility Logistics AG, Berlin
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10.15 am
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The Bill Clinton factor – the 5 second rule
- Every second counts on the way to a successful company! Especially the first 5 – these make or break it!
- Only the right awareness of all workers creates enthusiastic passengers
- Gratitude and attentiveness to the customer is a prerequisite for their loyalty
- Live and communicate your company values daily with your employees – that way they become ambassadors!
Carsten K. Rath
Grand hotelier and entrepreneur, Bonn |
| 10.45 am |
Coffee break – time for discussions, exchange and visiting the exhibition |
Value contribution of service centers to customer retention
|
11.15 am
 |
The full-service contact center – trends in service meet cost efficiency
- The customer decides when, how and where he or she wants to use a service – but what service does the customer want?
- High service quality and media customer service do not have to be a contradiction in terms
- Increase customer satisfaction through differentiated service – stumbling blocks and tips for implementation
Boris Palluch
Project Management
Tui Service AG, Altendorf (Switzerland) |
|
11.45 am
 |
Operational excellence: transparency and control through process maturity and strategic key performance indicators
- Process maturity model – comparability of contact center units small, large, central, decentralised, in-house, outsourced
- Maturity review and self-assessment
- Identification of value drivers from strategy
- Derivation of strategic and operative KPIs in the balanced scorecard process
Michael Kübel
Director Group Service Operations
Vaillant Group, Remscheid |
|
12.15 pm |
The areas of tension between costs, service quality and sales growth |
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Impulse: Who are still customers in general nowadays and how much service do they actually need?
Olav Strawe-Higuchi, Editor of TeleTalk
telepublic Verlag GmbH & Co. Medien KG, Hanover |
- Michael Kübel, Director Group Service Operations, Vaillant Group
- Boris Palluch, Project Management, Tui Service AG
- Carsten K. Rath, Grand Hotelier und entrepreneur
|
| 1.00 pm |
Business lunch – time for discussions, exchange and visiting the exhibition |
Parallel specialist forums
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5.30 pm
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Neuromarketing: understand what goes on in your and in your customer’s head
- Empathy – decisions – feelings – communication:
defining functional characteristics of our brain
- Preconscious decisions: who is controlling your brain?
Prof. Dr. Martin Korte
learning expert and brain researcher
director of “cellular neurobiology” department, TU Braunschweig |
Meeting, networking and entertainment – the CCW Party 2013
|
 From 7.00 pm – like every year, you can’t miss this cult party!
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